AccountId: 011433970860
ContactId: 19ddfc16-dd1e-4686-9433-45d2935cf241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151699 ms
Total Talk Time (AGENT): 73613 ms
Total Talk Time (CUSTOMER): 42633 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/19ddfc16-dd1e-4686-9433-45d2935cf241_20250324T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is uh [PII].
[CUSTOMER][NEUTRAL] And my account number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And then if I could verify please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Address on file and email, please.
[CUSTOMER][NEUTRAL] Uh, [PII] mailing address [PII], zip code [PII].
[AGENT][POSITIVE] Thank you so much, sir. So I've got your policy pulled up here. How can I help today?
[CUSTOMER][NEUTRAL] I'm just checking on the status of it, that's all.
[AGENT][NEUTRAL] OK, um, was it a claim that you submitted recently that you're checking on?
[CUSTOMER][NEUTRAL] Yeah, yeah. Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, let's take a look here.
[AGENT][NEUTRAL] Alright, so looks like [PII] everything that I see right now under your name is still showing in progress, meaning that they're still working on it. No decision's been made at this time, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check
[CUSTOMER][NEUTRAL] So about another 1 or 2 weeks from now.
[AGENT][NEUTRAL] We usually, yeah, no, I, I was gonna say we generally ask for about 7 to 10 days for it to be processed and that's the business days. Um, so I would, yeah, I would give it just a little bit more time, OK?
[CUSTOMER][NEUTRAL] Go ahead. What did you say, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So y'all got everything y'all needed from me, right?
[AGENT][NEUTRAL] I don't show that it's asking for anything else. It just is pending, so I don't show that it's requesting any documents. It hasn't shown like a denial or anything.
[CUSTOMER][NEUTRAL] Houston board.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well thank you man. I'm trying to get these bills, these medical bills paid for.
[AGENT][POSITIVE] Yeah, I hear you. Absolutely. Did you need me to check on anything else for you today?
[CUSTOMER][NEUTRAL] No, that's it. I'll talk to y'all next week then. You too.
[AGENT][POSITIVE] All right. I appreciate you. Have a good day.
[AGENT][NEUTRAL] Bye bye.