AccountId: 011433970860
ContactId: d5355c5f-c0ab-4d99-89f2-dc5347280170
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269790 ms
Total Talk Time (AGENT): 66417 ms
Total Talk Time (CUSTOMER): 79863 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d5355c5f-c0ab-4d99-89f2-dc5347280170_20250620T21:40_UTC.wav
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[CUSTOMER][NEGATIVE] Bread burning might be too old.
[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my daughter had faxed some papers over and I was trying to find out if you got them.
[AGENT][POSITIVE] Alright, I can help you with that. Um, what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's uh hold on just.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number 98.
[CUSTOMER][NEUTRAL] 0089228
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, and first and last name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Look at what's that for? Oh, OK, OK, um.
[CUSTOMER][NEUTRAL] Do it. I got you a liter Coke out there in that freezer. Well you got the, no, it's in the old one, kind of upright freezer and then I got you 2, uh, 16 ounces. They might, I don't want them to freeze, but I want them to get them with co in the freezer right there.
[AGENT][NEUTRAL] All right, Ms. [PII], you said you were born in [PII], correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Alright, it looks like we had you down as [PII], so let me go ahead and change that real quick.
[CUSTOMER][NEUTRAL] Yeah, she
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and I just wanna go ahead and verify uh your birthday is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, give me just one moment and get that changed.
[CUSTOMER][NEUTRAL] You don't have a, do you?
[AGENT][NEUTRAL] Alright, and you wanted to see if we received some documents.
[CUSTOMER][NEUTRAL] Yeah, yes, it's for my wellness claim that that we had to redo.
[CUSTOMER][NEUTRAL] And my daughter faxed in yesterday.
[AGENT][NEUTRAL] Alright, I'm showing that those are submitted, um, they have not she submitted them yesterday, um, they are processing so I don't have a claim number for you just yet, but I am showing that we received them and uh they they were they're in line to be processed, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. I appreciate your time. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Sure bye bye.
[AGENT][NEUTRAL] Bye.