AccountId: 011433970860
ContactId: e05d80c7-536d-47f3-a139-4021b3458cfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136100 ms
Total Talk Time (AGENT): 39801 ms
Total Talk Time (CUSTOMER): 47921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e05d80c7-536d-47f3-a139-4021b3458cfb_20250606T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to, uh, find out information on my claim.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 84829
[AGENT][NEUTRAL] And can I get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss. [PII]. Can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And checking on your claim, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like we just sent a check for that went out on [PII], so you should receive it uh in today or tomorrow. Um, that was a paper check for 47128.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Why is it 71?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] 4471 28.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I didn't get the.
[CUSTOMER][POSITIVE] OK, that's, that's good. That sounds right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I really was checking on whether they had stopped that or they had already sent the check because I got a letter saying that they needed more doctor information.
[AGENT][NEUTRAL] Uh, yeah, it looks like we received it, so that checks on its way.
[CUSTOMER][POSITIVE] OK, thank you, dear.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.