AccountId: 011433970860
ContactId: f7d680f2-38ae-498f-b058-d9d8da3ccb22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184750 ms
Total Talk Time (AGENT): 74568 ms
Total Talk Time (CUSTOMER): 65331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f7d680f2-38ae-498f-b058-d9d8da3ccb22_20250613T17:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I filed um 2 claims online and it was my first time and I don't know that I did it correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can take a look at the claims with you. Um, if there is anything incorrect or missing, um, the examiner will reach out to you, but I can look and see if, if I see anything.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and my telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number in front of me. I apologize.
[AGENT][NEUTRAL] Oh, it's OK. I can also um look up the policy with your social if you like.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, here we go. It just popped up. And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure, it's my date of birth is [PII]. Address is [PII], and email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, let me see, looks like the documents came in on yesterday and they are currently in processing, um, so it just lists like zeros here, so we can't see the documents while it's processing, um.
[AGENT][NEUTRAL] But if there are any issues or something's missing, the examiner will reach out to you.
[CUSTOMER][NEUTRAL] OK, great. I just, that was the other thing is I'm not really good at downloading things on the computer so I just want to make sure that the documents came through so I will wait for someone to reach out to me.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I could assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.