AccountId: 011433970860
ContactId: c55305f0-224e-4269-b510-77b28994b96f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67300 ms
Total Talk Time (AGENT): 55329 ms
Total Talk Time (CUSTOMER): 19185 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c55305f0-224e-4269-b510-77b28994b96f_20250110T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII], uh, I believe you called me yesterday.
[AGENT][NEUTRAL] Yeah, and then it's odd that you called me and I'm working on them claims today. I just got through processing both of them.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh, OK, great.
[AGENT][NEUTRAL] Uh, on both policy, I mean, I still got them up. Yes, sir, but I was calling you, uh, to let you know we had got your claim. That's what I was calling for, you know, to let you know we had got them, but, uh, I just processed them and they'll be mailed out of our office on Monday.
[CUSTOMER][NEUTRAL] And you did get the fax, I guess, yeah, OK.
[AGENT][POSITIVE] Yeah, I did. That's how we were able to pay it to, uh, the crust. It's paid to [PII] and [PII] and her, uh, revocable crust, both of them. It's made out to be, uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what you sent is uh is a check.
[AGENT][NEUTRAL] Yeah, it's gonna be a check, a single check. It's gonna be mailed out Monday and it's going to [PII].
[CUSTOMER][NEUTRAL] OK, OK, alright.
[CUSTOMER][POSITIVE] Great, thank you very much.
[AGENT][POSITIVE] OK. All right. You have a great day. All right. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.