AccountId: 011433970860
ContactId: 0b7aef64-05cc-4326-b5c1-8234df5ed3d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204000 ms
Total Talk Time (AGENT): 75174 ms
Total Talk Time (CUSTOMER): 72530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0b7aef64-05cc-4326-b5c1-8234df5ed3d4_20250617T17:16_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, I have a question. So they didn't um I uploaded two plans today, but I never got like confirmation of, of the upload or anything. Can you check and see if they came through?
[AGENT][NEUTRAL] Can I have your name and a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] [PII], can I have a policy number for you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I don't have it.
[AGENT][NEUTRAL] Can I have your social?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and [PII].
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] It's [PII], and what did you say my date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify we received your claims that you uploaded on the [PII], which was yesterday.
[CUSTOMER][NEUTRAL] Yeah, yes, so I never got any type of confirmation or anything.
[AGENT][NEUTRAL] I'm not sure if it's gonna send you one when you're upload it online.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] So do we normally send you a confirmation once you upload it online?
[CUSTOMER][NEUTRAL] Oh, I don't know. I thought so. I, I don't, I haven't really had this plan that long.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] So, um, we did receive them yesterday.
[AGENT][NEUTRAL] And it's mean it takes 4 to 5 business days for the claim to be processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] And are you online? Did you verify if you received like did you choose the option to opt in to receiving confirmation once you've submitted something?
[CUSTOMER][NEUTRAL] Uh, I mean that should be automatic in my opinion, you know, like, how would people know if they, if, if y'all got the claim, if y'all don't send the confirmation.
[AGENT][NEUTRAL] Well I mean I work in the claims department and I process claims so I'm not sure maybe there's a question you should ask technical support in regards to the online account.
[AGENT][NEUTRAL] Is there a chat option?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there a cha chat option online, a chat option, like to chat with someone?
[CUSTOMER][NEUTRAL] Uh, is there a what app?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Goodbye.