AccountId: 011433970860
ContactId: e3a011ae-57dc-4680-ad49-01ba66686793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331670 ms
Total Talk Time (AGENT): 46760 ms
Total Talk Time (CUSTOMER): 64317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e3a011ae-57dc-4680-ad49-01ba66686793_20250213T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is uh [PII].
[AGENT][NEUTRAL] Mhm. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] And about
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] I'm calling about a claim I faxed to you on the [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Of this month y'all send me a text saying y'all received it.
[CUSTOMER][NEGATIVE] As usual, and I call back today and y'all say y'all don't, y'all never received anything from me.
[CUSTOMER][NEUTRAL] And I'm trying to figure out.
[CUSTOMER][NEGATIVE] What happened? Because I've never had this problem with y'all before.
[AGENT][NEUTRAL] OK, what is the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 218-886-2
[AGENT][NEUTRAL] And a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, bear with me. Let me get with the examiner for this one. OK, one moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like after the call this morning they did find the claim, um, so it was put in the system and she and Miss um [PII], which is the examiner, she's working on it right now.
[CUSTOMER][POSITIVE] OK. Uh, I, OK. That, that's, I, I didn't, all right, no problem. No problem.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, you don't.
[AGENT][POSITIVE] OK, well, thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, you too, both.
[AGENT][NEUTRAL] Yeah.