AccountId: 011433970860
ContactId: df99962c-98a2-414d-a4c5-7ab5b6528db1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282000 ms
Total Talk Time (AGENT): 74222 ms
Total Talk Time (CUSTOMER): 117356 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/df99962c-98a2-414d-a4c5-7ab5b6528db1_20250604T13:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] Yeah, I have to claim.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEGATIVE] Well no
[AGENT][NEUTRAL] What was the last four digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have policy number?
[CUSTOMER][NEUTRAL] Well, I can't.
[CUSTOMER][NEUTRAL] I have the claim number.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] Uh, I have 2, the 1st 36.
[CUSTOMER][NEUTRAL] 07677
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] No, the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] And my email address, I'm not sure if I have [PII].
[CUSTOMER][NEUTRAL] Or if I have my
[CUSTOMER][NEUTRAL] Work, uh, email address is that the email I have or is it it's a different one?
[AGENT][NEUTRAL] The, it's a different one.
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you are asking about a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Were you, uh, wanting to know the status of a claim or you had a question about it?
[CUSTOMER][NEUTRAL] I submit the documents you guys asked for it, like the exponential benefits.
[CUSTOMER][NEUTRAL] I would like to know if there's something else I need to submit or?
[CUSTOMER][POSITIVE] I, everything is OK for my part.
[AGENT][NEUTRAL] OK, is it on that claim number that you gave me?
[CUSTOMER][NEUTRAL] I, I hope so, yeah, because I, I was trying yesterday to log in online, but I wasn't able, I put the email address I just gave you.
[CUSTOMER][NEGATIVE] Um, I, it seems that my pass my password wasn't working. I said the new password, and I wasn't able to complete the process. I don't know why, maybe it was late that night.
[AGENT][NEUTRAL] Yes, ma'am. We are having trouble with the online service center, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Everything that we have has been processed, um.
[AGENT][NEUTRAL] We paid $1,044.03.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, you, you guys send that to [PII] to [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it was sent to you.
[CUSTOMER][NEUTRAL] Oh, to me, so I need to send that to them.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, got it.
[AGENT][NEUTRAL] Yes, ma'am. You would have to pay them, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.