AccountId: 011433970860
ContactId: d57f686b-3639-436c-8495-a9c759d2fc66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199889 ms
Total Talk Time (AGENT): 111101 ms
Total Talk Time (CUSTOMER): 57990 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d57f686b-3639-436c-8495-a9c759d2fc66_20250508T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing? My name is [PII], and I had filed a claim and I was just calling to see what the status of it is.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim status. May I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 213.
[CUSTOMER][NEUTRAL] 8102.
[AGENT][NEUTRAL] OK, let me look up your policy.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] And what did she say?
[AGENT][NEUTRAL] Your your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] OK. Thank you very much for verifying your policy for me.
[AGENT][NEUTRAL] So I see that uh on the [PII] we have claim number 359-7285.
[AGENT][NEUTRAL] That was entered through uh the online service center.
[AGENT][NEUTRAL] And that has been paid, uh, the amount that is coming to you is $2,598.76.
[AGENT][NEUTRAL] The check number $2,598.76.
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the check number is 2042672.
[CUSTOMER][NEUTRAL] So for.
[AGENT][NEUTRAL] And let me check.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2672.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's going to [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It was, it was mailed out on [PII].
[CUSTOMER][NEUTRAL] OK, maybe it should be coming through the mail sometime.
[AGENT][POSITIVE] Yes, ma'am. You should be getting it shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, that's what I was trying to see if it went through.
[AGENT][NEUTRAL] Yes, ma'am, it did.
[AGENT][NEUTRAL] Is there anything else, Ms. [PII] I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well, I hope you have a wonderful rest of your week and thank you so much for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Uh