AccountId: 011433970860
ContactId: dfb586ec-4e7a-40d9-8f18-62875bc9ac80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117980 ms
Total Talk Time (AGENT): 54224 ms
Total Talk Time (CUSTOMER): 55831 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/dfb586ec-4e7a-40d9-8f18-62875bc9ac80_20250527T16:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I'm trying to submit a claim. I'm trying to email it and it says the email address is um [PII], but it's saying it's not correct.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's uh [PII], is that what you're using?
[CUSTOMER][NEUTRAL] Um, well, I must have an old form. It's saying [PII], so it's [PII].
[AGENT][POSITIVE] Yeah, see, yeah, that's correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And how long does it take before you, you know, hear an update?
[AGENT][NEUTRAL] Sure, um, so it can take, um, about 7 to 10 business days for claim information to complete processing. Um, do you have access to our online portal?
[CUSTOMER][NEUTRAL] Uh, no, the easiest way is I gotta run into a meeting, so I thought I'd email it to you guys.
[AGENT][POSITIVE] Oh no worries, yeah, of course, um, so you can check the status on our website or of course you're more than welcome to give us a call as well um to check on that again that 7 to 10 business days is probably gonna be the safest, um, yes, for, um, how long it would take to process.
[CUSTOMER][NEUTRAL] If I
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If I email it will be online if I can do that over the weekend or something?
[AGENT][POSITIVE] Oh yes, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think I'll email at least to get it started because I keep putting it off in this way at least.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK great alright thank you.
[AGENT][POSITIVE] Of course, thank you. Bye bye. Yes. Oh, that's OK, it's [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, your name again, [PII]?
[CUSTOMER][NEUTRAL] Your your name again was? [PII]. OK, [PII], thank you.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Of course have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.