AccountId: 011433970860
ContactId: e41f88c7-046a-4bcb-8e5f-32a0a1530c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167139 ms
Total Talk Time (AGENT): 81465 ms
Total Talk Time (CUSTOMER): 78177 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e41f88c7-046a-4bcb-8e5f-32a0a1530c36_20250605T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] On AS.
[CUSTOMER][NEUTRAL] Hi, did you say [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Hi [PII], I spoke with you before. I was calling um about my husband's claim. I faxed all the info you had needed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering if it was received and and processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure I can check on that claim for you. um, what was your name please?
[CUSTOMER][NEUTRAL] My name's [PII]. His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes G [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do 2452637.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and then current just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mine
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] My date of birth, OK, I didn't know if you wanted his or mine. Mine is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can you verify the uh mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, um, and I appreciate you verifying all of that. OK, so I am showing, uh, for [PII] that on [PII] we did receive some claim information and it is currently in line for processing so it can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long but that's always kind of a safer guess, um, so you're more than welcome to give us a call any time uh and check on that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] OK, and would you know.
[CUSTOMER][NEUTRAL] If everything is there that you needed.
[AGENT][NEUTRAL] No ma'am, um, so as it's still being processed I can't see what it is that has been received, um, but they'll let you know as soon as it does complete processing if we're missing any information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I feel like
[CUSTOMER][NEUTRAL] OK alright well that's what I was wondering. I just thought I'd check because I know sometimes you send it through a machine and you never know where it goes.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] No ma'am you have a wonderful day.
[AGENT][POSITIVE] All right you too thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.