AccountId: 011433970860
ContactId: e5a102c2-2063-4638-bf31-56745a904584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163139 ms
Total Talk Time (AGENT): 90253 ms
Total Talk Time (CUSTOMER): 39968 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e5a102c2-2063-4638-bf31-56745a904584_20250203T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, um, do you want my policy number?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh, yes, can I get your name also?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 09419
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I just wanted to make sure I didn't have to do any more paperwork. I just wanted to see if everything was good to go.
[AGENT][NEUTRAL] OK, um, let me look.
[CUSTOMER][NEUTRAL] Before I'm, I'm waiting.
[AGENT][NEUTRAL] OK, let me look at your policy um can you please verify your date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII] and my call back number is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] appreciate you verifying so you have sent in a claim, is that correct?
[AGENT][NEUTRAL] I noticed that we got um we got um something sent in the claim form on [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I do show that the claim is in process um.
[AGENT][NEUTRAL] You gotta get the, you gotta give it 7 to 10 business days for them to process the claim completely and if there's any additional information that they need, um, you can get that on the OSC it'll tell you on the OSC.
[AGENT][NEUTRAL] Or you will receive a letter stating what they need further and you can call um [PII] if you want to give it 10 days and if you wanna call in and see what the findings were for your claim you can do that also.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh huh bye.