AccountId: 011433970860
ContactId: daa17b27-0e4b-4e8e-82fc-ed1a0dd38981
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152990 ms
Total Talk Time (AGENT): 41989 ms
Total Talk Time (CUSTOMER): 48363 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/daa17b27-0e4b-4e8e-82fc-ed1a0dd38981_20250515T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi, [PII]. Uh, this is [PII]. I'm just calling to get a status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Is it for yourself?
[CUSTOMER][NEUTRAL] Uh, actually, it's, uh, for my, my late husband. Um, I'm, I'm filing on his behalf.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, do you have the policy number for that?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 02414344.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the claim number as well if you need it.
[AGENT][NEUTRAL] And can you verify your um address for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. And then Ms. [PII], can I get a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Um, and do you know what date of service that was for?
[CUSTOMER][NEGATIVE] Uh, it, uh, data service was [PII]. That's the day he died.
[AGENT][NEUTRAL] Uh, it looks like it's just under medical review, um, but it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's just being, it's just a standard process we have, so it's in medical review, um, probably give it, let's see, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I'd check back next early next week, um, hopefully we'll have something um in by then so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. I, I was just checking. I sure appreciate your time today.
[AGENT][POSITIVE] OK, well thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.