AccountId: 011433970860
ContactId: 1686ba13-24e8-46e9-a8f9-bcadfb63fb50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149020 ms
Total Talk Time (AGENT): 63592 ms
Total Talk Time (CUSTOMER): 57526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1686ba13-24e8-46e9-a8f9-bcadfb63fb50_20250205T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, [PII]. I'm calling to check on the status of my claim. I got a text that it was received like 2 days ago, but it's not showing anything still.
[AGENT][NEUTRAL] OK. And do you have your policy number, please?
[CUSTOMER][NEUTRAL] Um, 2461873.
[AGENT][NEUTRAL] Thank you. May I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, Ms. [PII] and also your callback number if we are disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much for the information, Mr. [PII], you're calling to check claim status. Give me one.
[AGENT][NEUTRAL] It shows that we received
[CUSTOMER][NEGATIVE] It's just I paid out a lot of money, so I just need to get it back.
[AGENT][NEUTRAL] OK, um, it shows that we received a claim on [PII]. It is in line to be reviewed and processed. It has not been processed yet.
[CUSTOMER][NEUTRAL] OK. So how long does that take?
[AGENT][NEUTRAL] And processing can take up to 5 to 7 business days from the time it was received in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you see like how soon it is in line or anything?
[AGENT][NEUTRAL] Um, well, no, ma'am, I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, can you, like you can you see where, like, is it coming up soon in line or?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] We have several adjusters who are processing claims, so I'm not sure exactly who has your claim or if it's in someone's queue to be processed.
[AGENT][NEUTRAL] Um, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll just keep watching.
[AGENT][POSITIVE] OK, yes, ma'am. You can of course give us a call back to check the status of it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You're welcome, Miss [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.