AccountId: 011433970860
ContactId: 0e6fefda-2ad1-4fa5-8b30-773bca3ec1f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329839 ms
Total Talk Time (AGENT): 134209 ms
Total Talk Time (CUSTOMER): 113060 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0e6fefda-2ad1-4fa5-8b30-773bca3ec1f6_20250204T19:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi. Um, I'm [PII], and I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I filed a claim like last weekend.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I think, and
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] Yes ma'am, I'm listening to you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK, um, it still says pending and.
[CUSTOMER][NEUTRAL] What I'm wondering is just like how long the process like how long it's gonna be pending before I hear anything.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your claim. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Um, 2500346.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then [PII]. And then you wanted the phone number too?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you Miss [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] So I am looking and I do see that your claim was reported on [PII] and I and it is um in process right now let's see what it says as far as um.
[AGENT][NEUTRAL] Could take 7 to 10 business days for them to process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 7 to 10 business.
[AGENT][NEUTRAL] OK, so I'm looking at the claim now.
[AGENT][NEUTRAL] Yeah and they are um in the process of uh examining the claim right now it says APL has requested medical records.
[AGENT][NEUTRAL] So they're waiting on some medical records right now.
[CUSTOMER][NEUTRAL] OK, we have, what if they requested?
[AGENT][NEUTRAL] I am not sure. I, I can't see.
[CUSTOMER][NEUTRAL] Am I able to not
[AGENT][NEUTRAL] I can't see what exactly they have requested, but they're in the progress the process of of um examining the claim now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was just wondering for the.
[CUSTOMER][NEUTRAL] Like if, if I needed to poke doctors or
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] But I get.
[CUSTOMER][NEUTRAL] I, like in which doctors I should poke because there's a lot of them.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh my. OK. Yes, ma'am. They, like I said, they are in the process of it right now, um.
[AGENT][NEUTRAL] And that was on uh
[AGENT][NEUTRAL] [PII] that they put that note in there that they're requesting medical records. Now I can have somebody call you back if you would like for somebody to call you back within the next 24 hours and give you more information as far as where they're at with the process, but I will tell you that it does take 7 to 10 business days.
[CUSTOMER][NEUTRAL] 7 to 10 this and then what was the date of filing sorry because it doesn't say on here.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The, the, the.
[CUSTOMER][NEUTRAL] The [PII], OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm looking at the calendar.
[AGENT][NEUTRAL] So right now, it's, yeah, it's only been 3 days.
[AGENT][NEUTRAL] 3 business days.
[CUSTOMER][NEUTRAL] I thought I did it on a Saturday. Interesting. Um, OK.
[CUSTOMER][POSITIVE] All right, so thank you.
[AGENT][POSITIVE] OK, you're so welcome, Miss [PII]. I hope you have a good rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.