AccountId: 011433970860
ContactId: eb92793a-cff0-4645-b9f1-32006b9d25ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119099 ms
Total Talk Time (AGENT): 38887 ms
Total Talk Time (CUSTOMER): 65739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/eb92793a-cff0-4645-b9f1-32006b9d25ec_20250530T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I have your, uh, gap plan, uh, through my company, and I'm looking at one of the, um, one of, what do you call this, one of the, one of the things that I uploaded into your website, uh, like the ELB, and I see, uh, I see that uh it was processed and it looks like it was paid. I just like to confirm with you if it's if you guys are sending a check to the company or to me. Maybe you could look up my records.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. Do you have the claim number, policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 025.
[CUSTOMER][NEUTRAL] 72509
[AGENT][NEUTRAL] Thank you. And then if I could verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Yeah it's [PII], uh, the address is [PII].
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Alright, so the recent claim that was paid on [PII] looks like was for 24155 that was mailed as a single check and that was mailed to you.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][POSITIVE] Oh, OK, alright, awesome. OK, so then I'll reimburse the because the sleep company is, is kind of harassing me for, for payment, uh, uh, then when I get the, then I'll be going back and forth between both companies, uh, to try to get it resolved, uh, so, OK, good. So then when I get it I'll I'll pay them perfect. OK, that's, that's when I, you know, I wasn't 100% sure. OK, cool.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yup.
[AGENT][NEUTRAL] Not a. Anything else?
[CUSTOMER][POSITIVE] No, that's it you've been super helpful thank you.
[AGENT][POSITIVE] You're welcome. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.