AccountId: 011433970860
ContactId: e5b33f58-16cc-4185-ba03-8918d5349770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214639 ms
Total Talk Time (AGENT): 105958 ms
Total Talk Time (CUSTOMER): 112196 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e5b33f58-16cc-4185-ba03-8918d5349770_20250123T21:50_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII].
[AGENT][NEUTRAL] Hi how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Doing all right thank you what can we do for you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling because I have a claim, and I have been missing a code that they were asking me for. So yesterday I called and one of the girls told me like I can get a format and I can put like the code by myself, the diagnostic code, that is the only thing that I, I'm missing to my claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you had you filed a claim and we were missing some information and you have that information now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just upload it to the, to the, to the page, yeah.
[AGENT][NEUTRAL] Oh, you just uploaded it.
[AGENT][NEUTRAL] OK, did you upload it today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and so we were just needing to verify that we've received that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We're just needing to make sure that we received that information.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you give me a good call back number from uh in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number.
[CUSTOMER][NEUTRAL] 02354356
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You, you, you.
[AGENT][NEUTRAL] Alright, we're just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. Can I get your um mailing address please?
[CUSTOMER][NEUTRAL] Uh my what, sorry?
[AGENT][NEUTRAL] Your mailing address, your um home address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. All right, and was this claim for you or was this for [PII]?
[CUSTOMER][NEGATIVE] Not for me.
[AGENT][NEUTRAL] It was for you, OK.
[AGENT][NEUTRAL] Alright, so I am showing that we've received a couple pieces of claim information uh we've received some yesterday and uh some today so it is currently in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I just want to know like, if with that we're OK, because, you know, like always when I call, I'm, I'm missing something else. So that's why I'm calling to see, yeah, I want to double check to see.
[AGENT][NEUTRAL] Oh I understand uh I'm unable to see, right, it's not been processed yet, so I can't see what it is. I can only see that we have received information and it's currently being processed so once they've gone through and processed that then we'll be able to let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so when I can call?
[AGENT][NEUTRAL] Um, well, let's say it could take about 7 to 10 business days for claim information to process. It doesn't always take that long. Um, I would say let's see what is today. You could give us a call back on Monday, uh, see if we've got an update for you then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will do that.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye