AccountId: 011433970860
ContactId: cb4065c9-14ef-4392-86e8-d2094f123541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 89952 ms
Total Talk Time (CUSTOMER): 68816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/cb4065c9-14ef-4392-86e8-d2094f123541_20250513T16:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling because I um had to send in some more information for a claim and I spoke with someone earlier and um I sent it in. I don't know if they received it or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check. Did you send it through the online service center?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what is your name and your callback number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then may I also have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02449508.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII]. My phone number is [PII], I mean my email [PII].
[AGENT][NEUTRAL] Yes, and then I do see that um the phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you very much for verifying your policy for me.
[AGENT][NEUTRAL] And you sent in on the online service today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you get a confirmation number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] If you get a confirmation number then the um claim went through as as it should.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause I, I spoke with someone. I spoke with someone and I ended up getting more information from the police department. I just want to see, make sure she got it, but she thought I was gonna speak to the same person, but I forgot.
[AGENT][NEUTRAL] Is there any
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's different people.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. I understand. I do see that you did, uh, speak to somebody this morning about it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I do see that. But as long as you've got that confirmation number, then everything was able to be submitted correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You're so welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right, I appreciate it.
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you so much.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] OK, you have a good day and thanks for calling.