AccountId: 011433970860
ContactId: f55dd922-d6d1-4794-b8a8-c832d14d41c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153339 ms
Total Talk Time (AGENT): 62833 ms
Total Talk Time (CUSTOMER): 41684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f55dd922-d6d1-4794-b8a8-c832d14d41c2_20250321T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling to check the status of a claim that I have.
[AGENT][NEUTRAL] OK, I can help you with your claim status. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the policy number is 1836605.
[AGENT][NEUTRAL] OK, Miss [PII], let me pull that up real quick.
[AGENT][NEUTRAL] OK, can you, can you please verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] What's up baby?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then I'm also going to need your address, the phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Alright, it's [PII] and [PII] and phone number [PII].
[AGENT][NEUTRAL] Thank you ma'am. And if we get disconnected Ms. [PII], is this a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And is the claim for yourself?
[CUSTOMER][NEUTRAL] No, it's for my daughter [PII].
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] And her date of birth? I'm sorry.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Date of birth is um [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Oh. Yes, [PII].
[CUSTOMER][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] You need help?
[AGENT][NEUTRAL] OK, Ms. [PII], do you have the claim number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look real quick at this. It looks like we have a claim that was sent in on [PII].
[AGENT][NEUTRAL] That is in process of being paid.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For your daughter.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they're working up the payment for that now.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.