AccountId: 011433970860
ContactId: d3195972-fafb-4189-8848-08b04c459956
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181300 ms
Total Talk Time (AGENT): 43022 ms
Total Talk Time (CUSTOMER): 122749 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d3195972-fafb-4189-8848-08b04c459956_20250505T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need some help with something on a claim.
[AGENT][NEUTRAL] OK, is it for yourself or are you with the provider?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Myself.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] 640053
[AGENT][NEUTRAL] OK. And could I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, then just need two more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much. And how can I help you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. All right, I'm on my file, you know, where I, where my claims are listed and so forth. And the top one on there, it just says
[CUSTOMER][NEGATIVE] That you got, that you received something but there's no claim number, there's no files. I mean, I, I don't know what, I don't even know what that is. I mean, there's nothing out there to, to look at. I had mailed in something that y'all were asking for.
[CUSTOMER][NEGATIVE] But I mean, I, my daughter upload, uploads all my claims for me, but I, and she'd uploaded all this stuff already, but y'all, there was some stuff you were missing. So I, I mailed it like [PII] and I, I don't know if that's what, can you just look at that? It says you received something but there ain't anything on there. There's, I don't know how to know what you got.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it looks like we did get the what you had sent [PII] so it's being inputted into the system so it hasn't generated a claim number yet because it's not been processed so it's in processing sorry about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so that's what, that's what that is, right? But it just hadn't been assigned a claim number.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. I just was trying to figure out what that, what that was and if that matched the, what I had seen in. So eventually, you'll have something out there, right? To look at. There'll be something that'll be out there. OK. OK. All right then.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, it should be this week, probably.
[CUSTOMER][NEUTRAL] Oh, OK. I was confused because usually when I look at it, there's a claim number already assigned to it and I said, well, I don't or something that I can look at, but I, I couldn't get into anything, so I was just gonna make sure I understood what that was. So I'll be checking back later in the week and see you know if something's out there, OK?
[AGENT][POSITIVE] OK, that sounds good. Anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] OK.