AccountId: 011433970860
ContactId: 237f7ebe-ce18-4454-b121-b9084575fe7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163660 ms
Total Talk Time (AGENT): 57987 ms
Total Talk Time (CUSTOMER): 57007 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/237f7ebe-ce18-4454-b121-b9084575fe7f_20250311T21:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I filed a claim from my husband the other day, [PII], and I did get a, uh, a confirmation number. I'm just curious as to how long the process is before a claim will be paid.
[AGENT][NEUTRAL] OK, I can check and see um Miss, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's area code [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2521406.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], the processing time, and I'm just gonna answer this as a general question, um, it's 7 to 10 business days from receiving the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then once that 7 to 10 days is over they'll do an automatic deposit into the account, a checking account that I've logged in for on file.
[AGENT][NEUTRAL] It really depends if we believe that we got everything and we don't need any other documentation, yes. If, uh, if not, then we'll receive something by mail.
[CUSTOMER][NEUTRAL] Oh, by mail you wouldn't contact us to say something is missing?
[AGENT][NEUTRAL] No, it, it will be by mail once this processed.
[CUSTOMER][NEGATIVE] Oh gosh, that takes another full week for male to move around.
[AGENT][NEUTRAL] Yeah, if he has registered online, uh, he can always go to his account and just keep a look into the account. And if you register for notifications, more than likely you will get a notification about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty I'll go online now and just uh make sure I'm signed up for notification.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, that's fine. Thank you, dear.
[AGENT][POSITIVE] You're welcome and thank you for calling APR.