AccountId: 011433970860
ContactId: 247877ea-2632-4b22-9208-3d647ef26d85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192770 ms
Total Talk Time (AGENT): 102890 ms
Total Talk Time (CUSTOMER): 56889 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/247877ea-2632-4b22-9208-3d647ef26d85_20250121T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, sir, this is [PII], and I was just acquiring information on my claim.
[CUSTOMER][NEUTRAL] It's been processed and all that.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim for you. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 5544888
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up and do you have a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. May I please have your date of birth and then address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] 60914.
[AGENT][POSITIVE] Thank you so much and it looks like we have a Gmail account on file. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so last claim I see um reported it looks like was on [PII]. Does that sound like the one that we're looking at?
[CUSTOMER][NEUTRAL] Yeah, I got a claim number you need that?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, I see it here. It looks like [PII], it's still in progress. It hasn't been, nothing's been decided on it yet at this time.
[CUSTOMER][NEGATIVE] Well, I don't get that. I mean, I sent everything there. My agent sent some paperwork.
[AGENT][NEUTRAL] Yeah, it just hasn't been processed. Generally we ask for 5 to 7 business days to process the claim, so it's just showing still in progress, so we just need a little bit more time.
[CUSTOMER][NEUTRAL] And the last information you have is on the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's just showing still in yeah it's showing in progress so we've had it for a total today would be the 4th business day.
[CUSTOMER][NEUTRAL] Today is like the talk.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, that's right. Yesterday wasn't a business day, right?
[AGENT][NEUTRAL] No, no, so we uh we weren't even in office yesterday if I think about it, so actually today would be the [PII] since it shows reported on the [PII].
[CUSTOMER][NEUTRAL] So by Friday it should be sent out you think?
[AGENT][NEUTRAL] Yeah, and you should get um also like uh an update when the claim has been processed. Um, usually we send out notification if it's, you know, once it's been denied or approved.
[CUSTOMER][NEUTRAL] OK, I'll send an email.
[AGENT][POSITIVE] Mhm, mhm, but yeah, you're, you're more than welcome to call back and and check on Friday, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do that if I don't get an email, I'll just give you a call back by then.
[AGENT][NEUTRAL] OK. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.