AccountId: 011433970860
ContactId: 17532822-b541-4293-81f7-8ad462978343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119190 ms
Total Talk Time (AGENT): 58173 ms
Total Talk Time (CUSTOMER): 44579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/17532822-b541-4293-81f7-8ad462978343_20250409T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling checking on a claim.
[AGENT][NEUTRAL] OK, sure, yes, I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and you're calling from providers, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what's the name of the facility or the provider for my notation?
[CUSTOMER][NEUTRAL] No, no, no, I'm not calling from the provider, it's for myself for my husband.
[AGENT][NEUTRAL] Oh, all right. OK. Uh, let me have that policy number.
[CUSTOMER][NEUTRAL] Sure it's uh 254-585-1.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and um I put it in for my husband.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so is this a claim that was submitted on [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. So it looks like it's still in like to be processed. It has not been processed just yet, and the normal processing time is up to 14 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Mhm. You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you and have a good day.
[AGENT][POSITIVE] OK. You as well, and thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.