AccountId: 011433970860
ContactId: e0c56734-254b-4af1-a61a-8a5ef75d19db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198630 ms
Total Talk Time (AGENT): 70651 ms
Total Talk Time (CUSTOMER): 78276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e0c56734-254b-4af1-a61a-8a5ef75d19db_20250515T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, good morning. I had put a claim through. I had uploaded the paperwork. I went back in to check um and it was there and then now it's gone. I don't even see it there anymore.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] May I have your policy number and I'll pull it up.
[CUSTOMER][NEUTRAL] Yes. It is uh 250-6134.
[AGENT][NEUTRAL] May I have your name and a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, can you verify your date of birth, your mailing address, and your email please?
[CUSTOMER][NEUTRAL] It's [PII], [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let's see, and what date did you submit the claim?
[CUSTOMER][NEUTRAL] Uh, oh my goodness, it was, uh, it was, it was a Monday, it was Friday, it was either Thursday or Friday of last week.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And I remember logging in a couple of days after to see if, you know, there was missing anything or I had gotten any notification and I saw that it was there, um.
[CUSTOMER][NEGATIVE] I just said, and then uh I had files, you know, you could view the files I had uploaded. And then now I go back in and there's nothing from [PII]. The last one is from [PII], from uh [PII].
[AGENT][NEUTRAL] OK, I do see something was there on the [PII]. Let me see if I can locate it.
[AGENT][NEUTRAL] OK, I'm not showing. It looks like something was there on the [PII]. So I'm gonna have to do a little research on this one to locate it. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, this is gonna take a minute. Would it be possible to give you a call back on this one? Because I have to go to a different department and have them check status on this one.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK, one moment, let me make sure I get everything in here and I have your callback number. It's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, so let me get this over there and once they give me a response back I'll give you a call back.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.