AccountId: 011433970860
ContactId: 0b18f619-a80e-478d-b231-bf9c3c4ebea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599140 ms
Total Talk Time (AGENT): 102598 ms
Total Talk Time (CUSTOMER): 69225 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0b18f619-a80e-478d-b231-bf9c3c4ebea0_20250303T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII]. I am calling to check on the status of, um, the payout for my mom, um, [PII]'s cancer policy. Um, I'm her executor of her estate, so I had that I, I, I sent everything end of January and I'm just trying to get an update on where we stand.
[AGENT][NEUTRAL] OK, um, sure, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number for me?
[CUSTOMER][NEUTRAL] Yes, 00708349.
[AGENT][NEUTRAL] Please bear with me just a second.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] Let me have the date of birth for verification.
[CUSTOMER][NEUTRAL] I'm sorry, I teach school, that's a bell ringing. Do what?
[AGENT][NEUTRAL] OK. And date of birth for verification.
[CUSTOMER][NEUTRAL] Um, hers was [PII].
[AGENT][NEUTRAL] OK, and an address?
[CUSTOMER][NEUTRAL] Her address is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK with this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm just gonna going over the notes and stuff, OK, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK. That's fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it looks like it's under review. Um, do you mind if I put you on hold for a little bit? I just need to go through this paperwork really fast, OK?
[CUSTOMER][NEUTRAL] Um, no, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, Ms. [PII], um, so we have received all the paperwork and they are right now, they're working on it, but it's still um under process, so I don't have a lot more information than that. Um, so it's just under review right now, but they did receive all the information you send in and it's already, you know, in the system. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I just wanted to make sure everything had gotten there like it was supposed to and within the system. OK, that is wonderful. Thank you. Do you know what the time frame is on that? Like another month or so we're talking about a few weeks. What do you think?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I'm thinking a few weeks. I don't think it's gonna be that much longer because it's been since the [PII], which usually all of our claims process within 7 to 10 business days unless we need to do something special, which in this case we have to um wait for that information and um so basically uh I will say a couple more weeks and see if it's done. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much I really appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it today. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.