AccountId: 011433970860
ContactId: 14c81e63-8d31-4647-b71f-208178cdd88b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160520 ms
Total Talk Time (AGENT): 45252 ms
Total Talk Time (CUSTOMER): 58340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/14c81e63-8d31-4647-b71f-208178cdd88b_20250326T16:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is uh [PII]. Uh, give me a second. I'll give you my policy numbers and everything. I just got in the truck.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ah yeah, alright.
[CUSTOMER][NEUTRAL] Uh, policy number is 02551.
[CUSTOMER][NEUTRAL] 388.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I am checking on a claim that I've uh.
[CUSTOMER][NEUTRAL] That I've sent in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your email address for verification, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I see you submitted additional information on [PII].
[CUSTOMER][NEUTRAL] Yeah, the, uh, the diagnosis codes.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Yeah, that information is still in line to be processed. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] 7 to 10 business days.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Uh, yeah, OK, that's, uh, so just I guess just be patient and wait on it, huh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it, it, it looks like it's getting there but not quite yet, OK? Yeah, but it's, it's ended the business days since that we received the information which it was the [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that'll work then.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEGATIVE] Absolutely not. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you