AccountId: 011433970860
ContactId: fc62deec-956d-4eae-ba3b-2e190a62de49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121000 ms
Total Talk Time (AGENT): 38673 ms
Total Talk Time (CUSTOMER): 45766 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/fc62deec-956d-4eae-ba3b-2e190a62de49_20250212T20:12_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, I'm calling about um a little update on my plan.
[AGENT][POSITIVE] OK, I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 2552435.
[AGENT][NEUTRAL] And if you can verify your date of birth and email address for me.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm sorry, what was the date of service for that claim?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Was this a claim for yourself or a dependent?
[CUSTOMER][NEGATIVE] The dependents sorry for them.
[AGENT][NEUTRAL] What's the dependent's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I'm showing there was a payment made in the amount of.
[AGENT][NEUTRAL] $1000 and I believe it was direct deposited, so it just depends on your financial institution since it went out today.
[CUSTOMER][NEUTRAL] How.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No thanks. It was good.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright, you as well.