AccountId: 011433970860
ContactId: 22920c7b-b2be-4a97-9b00-656baa2de03c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342640 ms
Total Talk Time (AGENT): 130398 ms
Total Talk Time (CUSTOMER): 130430 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/22920c7b-b2be-4a97-9b00-656baa2de03c_20250227T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I, um, I've got a, a rep, and she just said that, uh, I needed to submit a surgical, so she er submitted a surgical report on, on my behalf, um, that was been tied to something, but I don't see, I see that it's been received by you guys, um, on the [PII], yet there's no confirmation next to it, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] I don't see any confirmation and there's no status of what's going on so just calling to get information. I did reach out to them, um, my reps, and they haven't gotten back to me either so I guess I got to take it into my own hands.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, I can help you with your claim, sir. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Oh sure, let me just open it up.
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] uh, it's pulling up I had 217871-7.
[AGENT][NEUTRAL] OK, let me look that up real quick sir.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Uh, the address should be [PII].
[CUSTOMER][NEUTRAL] I don't know if that that will need to be updated. That's in [PII]. Phone number is [PII].
[CUSTOMER][NEUTRAL] And email address should be [PII].
[AGENT][POSITIVE] OK thank you appreciate you verifying your policy for me and let me look and see about your claim.
[AGENT][NEUTRAL] OK, I do see that we did receive.
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] We got in a submission from the.
[AGENT][NEUTRAL] From the insured and then on the online service center on [PII] we received a submission we have it, but it takes 7 to 10 business days to process the claim.
[AGENT][NEUTRAL] So you won't get a confirmation and the claim is actually processed.
[AGENT][NEUTRAL] And it's completed it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we're, so I won't see a confirmation or anything until the claim has been completely processed?
[AGENT][NEUTRAL] Yes sir, once it's processed you'll get a confirmation in the OSC online service center to let you know that we have finished the claim.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That works and then it's 77 to 10 days so we should be right in that we're right in that range then.
[AGENT][NEUTRAL] Well, the last reported um piece of information was received yesterday in the online service center.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What information was that?
[AGENT][NEUTRAL] Uh, I am not able to see what was submitted only because of progress right now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The stuff that I submitted yesterday was for.
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] Was it stuff received by me?
[CUSTOMER][NEUTRAL] Because I submitted the only stuff that I did yesterday was.
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] I'm, I'm sorry, it's not that I, I mean, I put in stuff yesterday which was like our annual physical stuff.
[CUSTOMER][NEUTRAL] But it had nothing to do with the surgical report.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEGATIVE] So, so the stuff that was received yesterday has no relevance.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Understand and then [PII] was the day that we.
[AGENT][NEUTRAL] Received was the last submission before yesterday um.
[AGENT][NEUTRAL] On [PII], so you'll need to give it uh 7 to 10 business days for them to finish.
[CUSTOMER][NEUTRAL] Yeah, no, that, I mean that that works. I was just curious and like I said, the rep, my rep said that they were gonna reach out and.
[CUSTOMER][NEUTRAL] Um, figure out what's going on, but I haven't heard anything from them, so.
[CUSTOMER][NEUTRAL] was just calling to you
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Figure out what's going on, that's all so alright perfect.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] That's start and if you wanna check back on it again, 7 to 10 business days, and if you wanna call us and check on it again, you're more than welcome to look it up again. I'll let you know the results, OK.
[CUSTOMER][POSITIVE] So that sounds great thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, [PII] we certainly appreciate you calling APL today.
[CUSTOMER][POSITIVE] All right you have a great one thank you.
[AGENT][POSITIVE] Thank you sir you take care.