AccountId: 011433970860
ContactId: f9f3f678-44da-4058-b932-36722a3cf7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89430 ms
Total Talk Time (AGENT): 35807 ms
Total Talk Time (CUSTOMER): 37632 ms
Interruptions: 0
Overall Sentiment: AGENT=4.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f9f3f678-44da-4058-b932-36722a3cf7d6_20250529T16:40_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, my name is [PII], and I was, um, calling to see if you, um, if anyone received my, uh, wellness claim form I sent in like twice times, so I don't know if they received it because.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] 02249039
[AGENT][POSITIVE] Thank you. Let me just pull this up here.
[AGENT][NEUTRAL] Sir, if I could just get your date of birth please and complete address.
[CUSTOMER][NEUTRAL] [PII]. Address [PII].
[AGENT][POSITIVE] Thank you so much. So I do see that we did receive a wellness claim. It looks like it was uploaded into the system yesterday, so it's still in progress, nothing has been paid out or decided on it. It's just in progress.
[CUSTOMER][NEUTRAL] OK, I just wanna know if they receive it, so that's the main thing I'm calling for.
[AGENT][POSITIVE] Yeah, absolutely. I do show it there. Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right then.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Well, thank you very much.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.