AccountId: 011433970860
ContactId: fe89ec4f-ec20-4f58-a186-f1d328ace6ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169119 ms
Total Talk Time (AGENT): 79455 ms
Total Talk Time (CUSTOMER): 103299 ms
Interruptions: 7
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/fe89ec4f-ec20-4f58-a186-f1d328ace6ba_20250228T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII] and my account number is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK sir, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also, can you verify your address, phone number and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] phone number [PII].
[AGENT][NEUTRAL] Thank you, sir. And is that a good number to call you back on if we are disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, sir. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I fashed out some stuff yesterday. I just wanna know the I receive it.
[CUSTOMER][NEUTRAL] And check on the status of my claim. Yes.
[AGENT][NEUTRAL] OK, it was it for a claim, sir?
[AGENT][POSITIVE] Yes sir, I can help you with your claim. I do see that we do have some, um, we did receive something yesterday on [PII], and it's in progress.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was something I faxed over yesterday, I think, yeah.
[AGENT][NEUTRAL] Yes, sir. That's what I'm showing.
[CUSTOMER][NEUTRAL] So y'all did see, so about about 14 days or 15 days, something like that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, to process the claim, it takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So about the middle of March just call you back and I y'all send me something out.
[CUSTOMER][NEUTRAL] 25 berries for 200.
[AGENT][NEUTRAL] Uh, you should receive a letter.
[CUSTOMER][NEUTRAL] That's yeah.
[AGENT][NEUTRAL] Um, if there's any more information needed.
[AGENT][POSITIVE] But you can always call back, give it 7 to 10 business days, and you can always call back and get the status of your claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK, I'll call you back in 2 weeks. Thank you.
[AGENT][POSITIVE] All right. Well, you have a blessed weekend and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] OK, what would I get out of this, uh, if it's, if they approve everything.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] Uh, they have to, uh, look at it. That's all gonna be dependent on the information that's sent in.
[CUSTOMER][POSITIVE] OK then. Thank you, man.
[AGENT][POSITIVE] OK. You're very welcome, sir. Thanks for calling APL bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] start