AccountId: 011433970860
ContactId: fc030d43-b053-4ae7-9b19-0b6800e44301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393200 ms
Total Talk Time (AGENT): 131228 ms
Total Talk Time (CUSTOMER): 159366 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/fc030d43-b053-4ae7-9b19-0b6800e44301_20250220T16:21_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, let me see my claim number. Oh, good morning.
[AGENT][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Uh, my right, do you need it? I'm sorry.
[AGENT][NEUTRAL] You have a claim number, Mr. [PII]?
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh, do you need to claim?
[CUSTOMER][NEUTRAL] Oh, policy number.
[AGENT][NEUTRAL] Uh, if you have a claim number, I, if, if you're calling regarding that claim, I can pull everything up from that claim number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 356
[CUSTOMER][NEUTRAL] 2276
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ambassador Drive, Riverdale, Georgia.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] 488
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII], and we have a Gmail on file. Can we go ahead and verify that Gmail address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that verification Mr. [PII], and I do have that claim pulled up where we paid you $6400.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I help you with anything regarding that claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, I received a a text verifying that and it said to go online. Is there something I have to do online into the uh APL website?
[AGENT][NEUTRAL] Well, I'm gonna check on this claim, so it looks like we processed a claim yesterday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so I'm checking to see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is, if you'll bear with me just one second, let's take a look.
[CUSTOMER][NEUTRAL] Uh-huh, sure, mhm.
[AGENT][NEUTRAL] That we did process a claim yesterday.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] That information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we had that was for a return to work notification of 3125.
[CUSTOMER][NEUTRAL] Oh yes, mhm, yes, that's what my doctor um had wrote Doctor [PII], yes, mhm.
[AGENT][NEUTRAL] Turn to work day and that's what that information is.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Oh, hello. Mhm.
[AGENT][NEUTRAL] It just to
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But you know that
[CUSTOMER][POSITIVE] OK, I'm so sorry. You broke up, ma'am. Say that again, please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Me
[CUSTOMER][NEUTRAL] Uh, we, oh, there you are, there you are, yes.
[AGENT][NEUTRAL] Mr. [PII]?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, yes, you were, you were breaking up there, so I'm sorry.
[AGENT][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, yeah, you, you come and go. Yes, yes.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Yes, much better.
[CUSTOMER][POSITIVE] Yes, much better.
[AGENT][NEUTRAL] You you can you hear me now?
[AGENT][POSITIVE] I am so sorry about that. I was just like, uh, was probably received that, yes, so that.
[CUSTOMER][POSITIVE] Yes, much better.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, no. I, I was just making sure, is there anything that I need to do?
[AGENT][POSITIVE] As of right now, everything looks good. We just received that uh that return to work information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK, so the, like you said, uh, the check, it comes through the mail, correct?
[AGENT][NEUTRAL] Yes, sir, that is correct, and that would have been mailed out on the [PII].
[CUSTOMER][POSITIVE] OK, wonderful. OK, and like I said, thank you again.
[AGENT][POSITIVE] My pleasure, and I apologize for the phone issue.
[CUSTOMER][NEUTRAL] Uh, for everything.
[CUSTOMER][NEUTRAL] Oh no, that's, that's out of our control. That's not your fault.
[AGENT][NEUTRAL] That's true
[CUSTOMER][POSITIVE] It's uh we, we, I'm like you work for folks and stuff get to acting funny. We do the best we can and keep going.
[AGENT][NEUTRAL] That's true
[AGENT][POSITIVE] That's right. And just wait for it to, to get better.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's right. Yes, ma'am.
[AGENT][NEUTRAL] Well, it's
[AGENT][POSITIVE] Mr. [PII], it has been such a pleasure to assist you. Is there anything else?
[CUSTOMER][POSITIVE] Mhm, no, ma'am, that again we're thankful me and the family is thankful for everything the APL has done for us and we'll look in the mail for that check, yes ma'am.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Well, it is our pleasure. If you need anything now, you give us a call, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, will do, ma'am.
[AGENT][POSITIVE] And thank you for calling APL Mr. [PII]. Have a wonderful day.
[CUSTOMER][NEUTRAL] And you too, man.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye. Mhm.