AccountId: 011433970860
ContactId: eb001ddb-d09b-4edf-adfc-c4a40bdf4e59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250110 ms
Total Talk Time (AGENT): 109241 ms
Total Talk Time (CUSTOMER): 56848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/eb001ddb-d09b-4edf-adfc-c4a40bdf4e59_20250409T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there. My name is [PII] and I have a case, a pending case with you guys. I just want to reach [PII].
[AGENT][NEUTRAL] You were trying to reach [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm so sorry, could you repeat your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and then can I get your policy number please?
[CUSTOMER][NEUTRAL] Uh, let me,
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Give me 1 2nd here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 02596501.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I appreciate all of that information then just so I'm going to uh put you on a brief hold and let me see if [PII] is available. Give me just a moment. I'll get right back with you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Alright Miss [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So she is not available at the moment if you'd like I can have her give you a call back as soon as she is available.
[CUSTOMER][NEUTRAL] I was just trying to see if they received my documentation.
[AGENT][NEUTRAL] OK, sure I could check that um just let me verify some information really quick um can I get your date of birth please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I appreciate you verifying all that uh now this documentation was this regarding a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I do see that we received some information on [PII], and it is, uh, currently being processed, so I'm, uh, it can take about 7 to 10 business days for claim information to process. It may not take quite that long, um, but that's, you know, safe bet. So you're more than welcome to give us a call here and, um, oh goodness, what is today?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean you can give us a call whenever you'd like for an update, but I would say but no later than next week um but you know if you wanted to give us a call back maybe Friday we see if we've got an update for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And that's all the paperwork that is needed since she said it's already being processed, right?
[AGENT][NEUTRAL] It is being processed, yes, so I, I am not able to see what that information is since it is being processed at the moment, um, but of course we will be able to let you know that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.