AccountId: 011433970860
ContactId: 17254a69-66b7-40e1-be73-97690bb89926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148619 ms
Total Talk Time (AGENT): 55940 ms
Total Talk Time (CUSTOMER): 53285 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/17254a69-66b7-40e1-be73-97690bb89926_20250205T14:12_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I, I was looking for an address to send my claims form in to.
[AGENT][NEUTRAL] Sure, let me get that for you. Hold on just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do, do I send it to the one in [PII]?
[AGENT][NEUTRAL] Yes, that would be the address.
[CUSTOMER][NEUTRAL] OK, well, I noticed there's there's another one in uh [PII] I guess.
[AGENT][NEUTRAL] No, it would be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have it handy?
[AGENT][NEUTRAL] Sure, hold on just a moment for me.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Claims
[AGENT][NEUTRAL] OK, it's gonna be addressed to [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you repeat that again, the [PII].
[AGENT][NEUTRAL] I I sure can. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So I'm, I'll probably send it in today, um.
[CUSTOMER][NEUTRAL] How many weeks does that?
[CUSTOMER][NEUTRAL] I typically
[AGENT][NEUTRAL] I think our average claim processing time I wanna say is about 10 days.
[CUSTOMER][NEUTRAL] Very.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, but the our claims team will be in contact um.
[AGENT][NEUTRAL] Yeah, are you the insured?
[CUSTOMER][NEUTRAL] Uh, no, I'm the beneficiary.
[AGENT][NEUTRAL] OK, um, they'll be in contact, um, if there's any questions or any you know additional information that would be needed, but it's a fairly quick process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] Thank you, you have a nice day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm mhm you as well. Mhm bye.
[AGENT][NEUTRAL] Bye bye.