AccountId: 011433970860
ContactId: f44a3e45-fdae-4449-86b3-586ade3c2360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124120 ms
Total Talk Time (AGENT): 49931 ms
Total Talk Time (CUSTOMER): 45968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f44a3e45-fdae-4449-86b3-586ade3c2360_20250204T17:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling, checking on my client.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get your policy number, please?
[CUSTOMER][NEUTRAL] It's 258-7046.
[AGENT][NEUTRAL] Can I get your name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you want to check the status of your claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What type of claim did you submit in?
[CUSTOMER][NEUTRAL] It was um partly disability.
[CUSTOMER][NEUTRAL] I had surgery.
[CUSTOMER][NEGATIVE] And they all laid me off from work.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, give me one sec. And just for future reference, I mean you do have access to check status of your claims on the website which is at [PII]. Um, so it looks like we received your claim on [PII], um, so you would just have to allow, um, about 10 business days for processing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi Miss [PII], was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, thanks for calling [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye bye.