AccountId: 011433970860
ContactId: 042daa5c-0a07-47d1-b0fe-0a8bde8f13ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318660 ms
Total Talk Time (AGENT): 124910 ms
Total Talk Time (CUSTOMER): 133879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/042daa5c-0a07-47d1-b0fe-0a8bde8f13ab_20250502T17:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. This is [PII]. I just, I just, um, sent some files, but I don't know if they all went because the screen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the screen shut down when I had submitted them, so I just wanted to be sure that they all.
[CUSTOMER][NEUTRAL] Or sent.
[AGENT][NEUTRAL] Yeah, OK, I can check to see if we received that claim information. uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] I can also search using your social if that's easier.
[CUSTOMER][NEUTRAL] OK 437-823-490.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you and it looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Right. uh [PII] [PII] at Lincolnprep.school.
[AGENT][POSITIVE] Awesome, thank you so much for verifying that. Alright, give me just a moment. Uh, was this claim information that was submitted, was this for you or was this for a different member under your policy?
[CUSTOMER][NEUTRAL] Uh, it was for my husband, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there were quite a few pages.
[AGENT][NEUTRAL] Sure, OK, so I do see that we have received some claim information today and it is currently in line for being processed. So from here it can take about 7 to 10 business days for claim information to complete processing, but I do see that we have received it.
[CUSTOMER][NEUTRAL] OK, because I sent two different because the first one wouldn't hold over 20 megabytes or something and so I had to take some off, so I sent a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] That, so that's why I'm wanting to know if the first debt got there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, I'm just seeing uh one.
[AGENT][NEUTRAL] So the second one might need to be uh uploaded again.
[CUSTOMER][NEUTRAL] OK, can you tell which.
[AGENT][NEGATIVE] I can't unfortunately I can't view it since it's currently being processed.
[CUSTOMER][NEUTRAL] One is sent that.
[CUSTOMER][NEUTRAL] OK, so it, it gets there just as quick if I mailed it, right? If it takes 7 to 10 business days.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, so 7 to 10 business days is how long it takes to process. Of course with the, uh, coming in the mail, it could take a couple of weeks for it to get to us and then from there it would take about 7 to 10 business days to process. Yes, the online portal is definitely going to be the quickest option.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, but I don't, but how am I gonna know if you got everything?
[AGENT][NEUTRAL] Unfortunately we're not going to be able to know for sure until it completes processing, which it may not take quite that 7 to 10 business days. I just feel like that's always a safe yes just in case.
[CUSTOMER][NEUTRAL] Is there a number or anything that you can see or you just see.
[CUSTOMER][NEUTRAL] That claims have been sent.
[AGENT][NEUTRAL] Yes, I just see the one piece of uh claim information or that one submission.
[CUSTOMER][NEUTRAL] Oh gosh, that's probably.
[AGENT][NEUTRAL] I can't see what's in it or anything.
[CUSTOMER][NEGATIVE] Well, I hate to send them again. Do you think I ought to?
[AGENT][NEUTRAL] You can. I mean, there's really no harm in it. Um, I mean, the worst thing, you know, it's better to have too much information than not enough, I would think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, because it was saying submitting submitting that whole time, you know what, I may just submit 2 or 3 at a time instead of try to do all of them at one time.
[AGENT][POSITIVE] That is perfectly fine, whatever is easier for you.
[CUSTOMER][POSITIVE] OK. All right. I'm gonna try that again then. Make sure you got them.
[AGENT][POSITIVE] All right, sounds good.
[AGENT][POSITIVE] Yes ma'am. Was there anything else I can help you with at the moment?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right well thanks for giving us a call. Yeah, I hope you.
[CUSTOMER][POSITIVE] Thank you.