AccountId: 011433970860
ContactId: e80125ac-ea52-49ba-aa19-65338911e906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145020 ms
Total Talk Time (AGENT): 70967 ms
Total Talk Time (CUSTOMER): 43453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e80125ac-ea52-49ba-aa19-65338911e906_20250110T15:46_UTC.wav
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[AGENT][POSITIVE] Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. Calling about um um I guess some um documents sent to you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] On a claim
[AGENT][POSITIVE] Well it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, 218-886-2.
[AGENT][NEUTRAL] And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] R A is [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. And can you verify your mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] Now are y'all getting all this winter stuff in [PII]?
[CUSTOMER][POSITIVE] Yeah, we're getting it down there too.
[AGENT][POSITIVE] Bless your heart. I hope you stay warm.
[CUSTOMER][NEUTRAL] Yeah, we've been trying.
[AGENT][NEGATIVE] That cold weather is not fun.
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][POSITIVE] OK. Now, I'll be happy to help you with your, those documents. I'm showing that we did receive documents on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it um looks like your benefits will be released after the [PII].
[AGENT][NEUTRAL] For January.
[CUSTOMER][NEUTRAL] You said to be released after the [PII]. What do you mean?
[AGENT][NEUTRAL] It benefits are paid on or around the [PII] of every month.
[AGENT][NEUTRAL] And so it looks like we received the documents needed and it's just waiting for that release date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, you're doing fine. Uh.
[AGENT][POSITIVE] Well, Mr. [PII], thank you so much for calling APL. It was a pleasure to assist you. You stay safe and stay warm, and please call us if we can be of further assistance anytime, OK?
[CUSTOMER][POSITIVE] Alright alright thanks.
[AGENT][POSITIVE] Alright, thank you, Mr. [PII] for calling APL. Take care and have a great weekend.
[CUSTOMER][NEUTRAL] You too.