AccountId: 011433970860
ContactId: c41b2aec-d326-462c-9976-8e856bf856e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149800 ms
Total Talk Time (AGENT): 75742 ms
Total Talk Time (CUSTOMER): 56250 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c41b2aec-d326-462c-9976-8e856bf856e0_20250605T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I was just wondering if you could check on my accident insurance. I have a claim. I was just wondering if it was finished yet, cause I can't get off online.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yeah, I can check that claim status for you. Uh, [PII], can I get a good call back number from you first?
[CUSTOMER][NEUTRAL] I can't give you my number because I [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEGATIVE] No, cause I can't get online.
[AGENT][NEUTRAL] OK, uh, I can start using your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] All right, and then [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alrighty thank you so much for verifying all of that [PII]. OK, so I do see the most recent claim that we received was received on [PII], and it looks like it is as of today it does look like as of today, um, it is in its final uh stages of processing looks like it's just about done, um.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I do see that it's just about done, so I would say well it's [PII] um I would say that uh by tomorrow you should have something definitive no later than tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it's just taking them longer than usual, so I was just a little confused, but I maybe they were busy with the new website that's what I was thinking but I.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes, trust me, that has been, it has been a lot.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Cause it's just an ad like they didn't one of the benefits. So that's why I had, it's just an addition to the one that's the, the last one I got, but.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Mm thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.