AccountId: 011433970860
ContactId: f388b31a-78e3-49c0-ac7f-8e8b1cc08fee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178470 ms
Total Talk Time (AGENT): 103256 ms
Total Talk Time (CUSTOMER): 60958 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f388b31a-78e3-49c0-ac7f-8e8b1cc08fee_20250106T20:51_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, just trying to call in about the status of a claim, please, the status of a claim.
[AGENT][NEUTRAL] OK, yeah, that's
[AGENT][POSITIVE] I'd love to help you with claim status today. Do you mind if I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, I appreciate that, Ms. [PII]. And do you have that policy number handy today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] I should have it right here. Let's see if I can quickly put my hand on it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, here we go, here we go. It is policy 00736888.
[AGENT][NEUTRAL] 00736888. Did I get that right?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], I see that right here. Could you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And I do just need to verify some additional information with you before I can talk about the policy. If you could verify for me your mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. Perfect. And then just that email and phone number, please.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Perfect. And I actually see that phone number is the same one you just gave me, so no worries there. All right, and it looks like we received a new claim from you on [PII], um, last, well last year, that's so weird to say, but [PII], um, I do have that claim was received and it's in queue to be processed, but it has not been processed yet.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, it's, it's still pending. All right, no problem. I was just checking.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, well perfect if you um do you have our online portal you can check claims online as well if you want I can send it to you and to your email address just like the user guide how to set up and use that online portal if that's something you're interested in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you could go ahead and send it to me.
[AGENT][POSITIVE] Perfect, yeah, I'll go ahead and get an email put together and sent out to you in just a couple of seconds and then that way if you, you can keep up with your claims there, you can change your banking information, um, you could even upload new claims from that portal without having to mail or fax them.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. OK. All right.
[AGENT][POSITIVE] So there's a lot of awesome functions and I'll get that right out to you. Is there anything else I can do for you, Miss [PII]?
[CUSTOMER][POSITIVE] No, nothing else at this time. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling us at APL and I hope you have such a fabulous day.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][POSITIVE] My pleasure bye bye.