AccountId: 011433970860
ContactId: f9cc2b20-9df2-41d3-9349-58014cf43f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182610 ms
Total Talk Time (AGENT): 46809 ms
Total Talk Time (CUSTOMER): 65759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f9cc2b20-9df2-41d3-9349-58014cf43f96_20250423T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am calling regarding a claim.
[CUSTOMER][NEUTRAL] Or can I give you my policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, what is that?
[CUSTOMER][NEUTRAL] Which would be better?
[AGENT][POSITIVE] Uh, policy number would be great.
[CUSTOMER][NEUTRAL] 02538153.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Get that pulled up. One moment.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], uh, could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And just need two other pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what did you say my email address [PII]?
[AGENT][POSITIVE] OK, thank you so much. How can I help you today?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I just wanted to clarify that you have paid.
[CUSTOMER][NEUTRAL] Something for my husband for this year, is it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 4 11:25.
[AGENT][NEUTRAL] It was 11:25 of last year.
[CUSTOMER][NEUTRAL] Mm, no, 4 11:25.
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] It's the check date, so I just wanted to verify that this was paid.
[AGENT][NEUTRAL] Yes, looks like we made a payment of [PII], and looks like that's going to the provider.
[CUSTOMER][NEUTRAL] OK, are there any other payments that are outstanding?
[AGENT][NEUTRAL] I do not show any other outstanding payments.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right. And this went to [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you don't have any other book or regional information.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, no, I do not. I do not have any other claims for them.
[CUSTOMER][POSITIVE] OK, um, OK, well I guess that's it thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too.