AccountId: 011433970860
ContactId: d9103411-4fed-4a57-b92d-4c0f9e061689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65160 ms
Total Talk Time (AGENT): 17962 ms
Total Talk Time (CUSTOMER): 43770 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d9103411-4fed-4a57-b92d-4c0f9e061689_20241230T17:26_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I just I received a letter in the mail.
[CUSTOMER][NEUTRAL] Said we've received a claim on your policy and a review of the claim has started. I don't know what kind of claim have y'all received.
[AGENT][NEUTRAL] It has to be a dental claim if you have a dental policy here. Can I have the policy number for you, sir?
[CUSTOMER][NEUTRAL] Oh, I don't know what the policy number is, but uh this is American Pub.
[AGENT][NEUTRAL] It should be on the letter.
[AGENT][NEUTRAL] It should be
[CUSTOMER][NEUTRAL] It's not on here.
[CUSTOMER][NEUTRAL] No, not on the front or the back.
[AGENT][NEUTRAL] You don't have a reference number?
[CUSTOMER][NEUTRAL] No, didn't have none of that, but if it, I do have dental, so I thought this had something to do with my life insurance, but um.
[CUSTOMER][NEUTRAL] You know, obviously I'm still here shouldn't be no claims started on that, but if it is dental or medical I'm sure that there is some.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][POSITIVE] I'm not get uh in no way, no way, ma'am. I appreciate your help if they need something else they can send me another letter.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] All right, well, next time you call, make sure you have.
[CUSTOMER][POSITIVE] Thank you. Have a good day