AccountId: 011433970860
ContactId: f841e9a6-3f05-43f6-9128-42b9d2569b2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153389 ms
Total Talk Time (AGENT): 52269 ms
Total Talk Time (CUSTOMER): 60701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f841e9a6-3f05-43f6-9128-42b9d2569b2d_20250417T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I received a text this morning that saying my claim was, uh,
[CUSTOMER][NEUTRAL] We're finished
[CUSTOMER][NEGATIVE] And but when I went online, I don't even see them anymore.
[AGENT][NEUTRAL] OK. Do you have your
[CUSTOMER][NEUTRAL] I was, I was.
[AGENT][NEUTRAL] You have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh 724-828.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], do you have a good callback number just in case we are disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just need 2 more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Were those claims for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] They they should be processing in the system to so you can see the explanation of benefits but I do show your claims are processed. We've got 22 payments going out.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Um, one payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the other payment is
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] $925.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those are being mailed to your home address.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right.