AccountId: 011433970860
ContactId: f10d884a-02bc-4741-8e02-868a1b784685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448200 ms
Total Talk Time (AGENT): 178813 ms
Total Talk Time (CUSTOMER): 211024 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f10d884a-02bc-4741-8e02-868a1b784685_20250507T14:35_UTC.wav
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[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I'm trying to get a hold of [PII] in claims, please.
[AGENT][NEUTRAL] Alright, let me see if she's.
[AGENT][NEUTRAL] Um, did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] That she is what I've been told.
[AGENT][NEUTRAL] Yeah, [PII]. OK. Can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, but I, I guess I can look it up.
[AGENT][NEUTRAL] Has she been helping you with like a claim or?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, yeah, she's just keeping her updated on that.
[CUSTOMER][NEUTRAL] Uh, keeping me updated on the status and.
[CUSTOMER][NEUTRAL] Let me get signed into the portal here and I'll give you the claim number here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm good. Today's Wednesday, so we're halfway through the week.
[CUSTOMER][MIXED] That's it. And unfortunately wet, but a dry weekend hopefully.
[AGENT][POSITIVE] Yeah, hopefully.
[CUSTOMER][NEUTRAL] Oh, we've had some, we've had so much rain. I know y'all have too down there. You're in [PII], right?
[AGENT][NEUTRAL] Yeah, I'm in [PII] and man, it just, it feels like it was the wettest April we've had in a while and it's kind of continuing on here.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm up here just outside of, uh, [PII], so yeah, I just, just let my dogs outside and it's misting rain right now.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] I'm here, I tell you, man, I just thought, well, at some point, I thought we might float away here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh I'm telling you, I know I've been looking for my scuba gear and then, you know, see if our girlfriends and girls first. I don't know. Come on, get this thing to work. OK, 250.
[CUSTOMER][NEUTRAL] 6754
[AGENT][POSITIVE] All right. Thank you so much, sir. I appreciate that. Let me
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Pull this up here.
[AGENT][NEUTRAL] All right, [PII], and then let me just verify please your date of birth and then address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And address [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it looks like you had some claims that were requesting some additional information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and that's what I'm calling about. The doctor's office just called me. In fact, you can just pass information or you can double check, see if it come in yet if you can, uh, while I was talking to the doctor's office on the phone, they faxed the paperwork over to you.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] But they were requesting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hoping this is the last paperwork that y'all need.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] In order to get my get my disability started because I haven't had any money in over a month now.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] We are hurting.
[AGENT][NEUTRAL] So, yeah, let me send.
[CUSTOMER][NEGATIVE] I'm hurting.
[AGENT][NEUTRAL] Let me send a message to [PII] and just let her know that.
[AGENT][NEUTRAL] Everything was sent over and see if she can check on it.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] About maybe 10 to 15 minutes ago it was faxed over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got my cousin lives out there just west of our town there and uh.
[CUSTOMER][NEUTRAL] They were telling me that it was bad, rain was out that way.
[AGENT][NEGATIVE] Yeah, I mean, it looked like [PII] got the worst of it. Um, they were seriously underwater.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh I know I got my uh neighbor here he worked in construction he does the uh.
[CUSTOMER][NEUTRAL] Tear down and rebuild on the interstate on the turnpike rather.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh yeah for the like the love truck stop and the you know the uh stuff he's doing the one down here just south between here and [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he lives in [PII].
[CUSTOMER][NEUTRAL] That's where he lives at and he was telling me his daughter.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The son and daughter-in-law.
[CUSTOMER][NEUTRAL] Their house, not this set of stones, but a couple of stones back, got leveled.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Straight line wins literally tore the house completely down.
[CUSTOMER][NEUTRAL] That's how bad it was, but yeah, he lived down there a lot.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He was telling me how bad the flood has been down down there. He goes home on the weekends and.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] When I got another cousin who lives down that way too. I haven't talked to her. I talked to her mom, but.
[CUSTOMER][NEGATIVE] Yeah it it's getting bad down there.
[CUSTOMER][NEUTRAL] I've got about 4 inches of water standing in my ditch out here behind my house.
[AGENT][POSITIVE] Oh wow, yeah.
[AGENT][NEUTRAL] OK, so I sent [PII] a message and let her know that that information has been faxed in and to have her check on it if it was just faxed in it's not been uploaded where like I can see it in the system um as of just yet that might take like 24 hours um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, she said, OK, and she's
[CUSTOMER][NEUTRAL] Yeah, it was only like 1, 1015 minutes.
[AGENT][NEUTRAL] Yeah, and she, she did respond back to me. She said, OK, and that she was checking on it now. So, um, yeah, so she's gonna look for that and then um I can have her give you a call back if there's any problems or anything for sure.
[CUSTOMER][NEUTRAL] Oh, OK, right, right.
[CUSTOMER][NEUTRAL] Please do. If there's any problems, let me know.
[AGENT][NEUTRAL] OK, is this number you're calling from, the good callback number, the [PII]?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah, that's yep, that's my cellphone number.
[AGENT][POSITIVE] OK, Mr. [PII]. So I will just let her know that if there's any issues to please give you a call ASAP so you can get this squared away because you're really needing to get this taken care of.
[CUSTOMER][NEGATIVE] Yeah, uh, either call or email, text, whichever, because, uh, uh, my phone, I don't know why it's still on. It should be shut off. The bill was due last week, so, uh, but I haven't had any money. We're waiting on y'all to get everything together. So first start my disability. So, uh, but yeah, I got, I do have Wi Fi here where I'm staying at. So, uh, a text, email, and you know, call. I'll go through one of those will work so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, that's good. OK.
[AGENT][POSITIVE] OK, I will definitely um I forwarded that on to her just to call you if there's any issues or send an email so you can get it taken care of, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you, dear. I appreciate it so much.
[AGENT][POSITIVE] My pleasure, Mr. [PII]. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too. All right, bye bye.
[AGENT][NEUTRAL] All right, bye bye.