AccountId: 011433970860
ContactId: fa8b3a28-0be5-4b57-9b71-4afd611cbc17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365619 ms
Total Talk Time (AGENT): 178652 ms
Total Talk Time (CUSTOMER): 89247 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fa8b3a28-0be5-4b57-9b71-4afd611cbc17_20250306T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, ma'am, I would um like to speak with [PII] please.
[AGENT][NEUTRAL] OK, uh, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII].
[CUSTOMER][NEUTRAL] It's regarding my claim.
[AGENT][NEUTRAL] OK, um, just one moment please. What's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 02431002.
[AGENT][NEUTRAL] OK, thank you. So before, let me get your inform oh you're fine. Let me get your information pulled up, Mr. [PII], so that I can verify some things with you first for security purposes, and then I'll be happy to see if [PII] is available. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Oh, excuse me.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, thank you and then the last piece of information is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much. Now Mr. [PII], are you set up on the online service center so you can have access also?
[AGENT][NEUTRAL] Online for your claim status? OK, well, I can.
[CUSTOMER][NEUTRAL] I don't know if I am or not.
[CUSTOMER][NEUTRAL] That's kind of something I was gonna talk to her about and I like doing some direct deposit information.
[AGENT][NEUTRAL] OK, yes sir, well, I can email you the user guide that explains how to set up your profile. It also explains the different uses, and you can also add your direct deposit information in there um as well. So give me just a moment uh to look at a few things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me see if [PII] is available, Mr. [PII]. I don't know that she is. If not, I can certainly try and help you if that would be OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah and make sure she's got all the information she needs to this is another thing we've been having some issues with.
[AGENT][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] I think yesterday she told me she did just verify that so.
[AGENT][NEUTRAL] OK, let me, I'm still checking Mr. [PII] to see if by chance she is available.
[AGENT][NEUTRAL] Are you doing OK today?
[CUSTOMER][POSITIVE] Oh yes ma'am, can't complain.
[AGENT][POSITIVE] Mm, no, that's, oh well, that's good.
[CUSTOMER][POSITIVE] Good days and by.
[AGENT][NEUTRAL] Well, we all have those. We just have to be thankful for the good ones and gets us through the bad ones.
[CUSTOMER][NEUTRAL] Oh, that's true. It's just sometimes I let it get to me, don't need to, but.
[CUSTOMER][NEUTRAL] Human nature seems to take over.
[AGENT][NEUTRAL] It does. We're all, again, that happens with all of us that.
[AGENT][NEUTRAL] So let me see.
[AGENT][NEUTRAL] OK, did you mind letting me place you on a brief hold?
[AGENT][NEUTRAL] Cause I'm not getting a response to be able to tell if [PII] is available. Uh, well, let's see, just one moment.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so she is. So I will get you connected with her, Mr. [PII] Mr. [PII], but before I do that, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's that's all.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So one moment, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, so yes, Mr. [PII] is on my line, and he asked to speak directly to you. He said he had been talking with you about his claim and everything, so, OK, so that's OK to transfer him to you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He has, he has.
[CUSTOMER][NEUTRAL] Yeah, that's fine mhm.
[AGENT][NEUTRAL] OK. All right. Well, um, I have verified this information. I went ahead and did that, so.
[AGENT][NEUTRAL] Are you ready to speak to him?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, thank you so much and you have a great day if I don't talk to you again.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][POSITIVE] All right, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Ah.