AccountId: 011433970860
ContactId: 11614e17-0d98-4628-92b8-40b6a2bc9641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267880 ms
Total Talk Time (AGENT): 119054 ms
Total Talk Time (CUSTOMER): 111565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/11614e17-0d98-4628-92b8-40b6a2bc9641_20250326T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how you doing?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, a lot better.
[CUSTOMER][NEUTRAL] Oh, I, I, yeah, I received a letter from y'all, uh, on Friday.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] And it was, uh, uh, well, first of all, let me give you my name right 4.
[AGENT][NEUTRAL] OK, and what is your name, sir?
[CUSTOMER][NEUTRAL] 34
[AGENT][NEUTRAL] [PII], OK. And [PII], what is your policy number, sir?
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] 02414260.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that policy real quick for us, [PII].
[AGENT][NEUTRAL] OK. And you said you received a letter on Friday. Is that correct, sir?
[CUSTOMER][NEUTRAL] Yes, and that uh y'all was missing I think form 8 and another so I just actually I just went and faxed all 19 pages what I had, so it should uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You should have it.
[AGENT][NEUTRAL] OK, um, Mr. [PII], let me, um, verify your policy real quick. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then what is your address, the phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] OK, it's [PII], phone number [PII].
[CUSTOMER][NEUTRAL] And I think my email is [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me and if we get disconnected, um, Mr. [PII], can I call you back on this number you just gave me?
[CUSTOMER][NEUTRAL] Yeah, sure, sure.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Alright, so looking at the policy, um, you said you received a letter stating that you needed further information for your claim and you wanted us to know that you faxed that in all 19 pages, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I'm gonna make a note of that. I can't see the faxes myself, but the claims department will be able to look at those, and I'm just gonna put a note in your policy that you have sent that information in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else, Mr. [PII], I can help you with?
[CUSTOMER][NEGATIVE] No, I guess, I mean, I, I guess they would call me back uh because like I said, I, I sent this in, it's been over 3 weeks ago and they just sent me a letter prior letting me know that instead of, I mean, I, nobody called me and told me anything.
[AGENT][NEUTRAL] OK, so if there's more information needed, they will reach out to you, Mr. [PII], and it does take, it can take 7 to 15 days for your claim to process.
[CUSTOMER][NEUTRAL] OK, well that's been since [PII], so I, I mean.
[CUSTOMER][NEUTRAL] Um, I mean
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I just have to play by ear again.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And uh you'll, you'll receive a letter if something more is needed, like, like you did the last time.
[CUSTOMER][NEUTRAL] OK, because I, I, I, you know, I, I made sure I, I outlined because they they need the itemized bill and then the date of the service. I made sure those two, those the two they say was missing, so I just resend all 19 pages so I guess they'll get it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, they'll get your fax and they'll process it and like I said it could take up to 15 days between 7 and 15 days for them to process your claim.
[CUSTOMER][NEUTRAL] OK, well, I don't waited this long, so, OK, alright. OK then.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.