AccountId: 011433970860
ContactId: 248418c6-43b8-464c-8730-20a4ab8fba28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200220 ms
Total Talk Time (AGENT): 89411 ms
Total Talk Time (CUSTOMER): 80344 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/248418c6-43b8-464c-8730-20a4ab8fba28_20250108T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII], and I'm, I'm calling to see, I, I put, I uploaded my, um, my monthly, uh, uh.
[CUSTOMER][NEUTRAL] You know the forms I fill out?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] Uh, I, I sent it in. I was just wondering if everything's OK and all that, uh.
[CUSTOMER][NEUTRAL] I just want to check, make sure everything's OK, uh, on my end as far as because I was supposed to get my doctor to send his uh, his form in. I was gonna see if that came in.
[CUSTOMER][NEUTRAL] And uh I was wondering if you could check it out for me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't, I, we usually use my social. I don't, I never have that number.
[AGENT][NEUTRAL] OK, no, no worries. Let's take a look here. What's your social if you don't mind giving it to me?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. Give me just one second, let me take a look here. 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] All right, and then for security, I will need to verify please your date of birth and address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] and I think I changed it to [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and it looks like email address on file is [PII]. Does that sound right?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][POSITIVE] All right. Sounds good. OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] So I do show that we have a claim on file. It looks like it's in progress at this time. Um, it's showing a reported date of [PII].
[AGENT][NEUTRAL] So I don't see anything else submitted after that, but that one is still in progress. We generally ask for about 7 business days to process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that must be the forms I send in then.
[AGENT][NEUTRAL] These would be, uh, it looks like forms that you probably did, yes, it was through the online service center, yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, OK, so you got them, and then we're just waiting on my doctor to send him in. He said it probably be, uh, up to 7 days, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yeah, that should be OK.
[AGENT][NEUTRAL] Yeah, so, but it looks like we got all the pages for yours, so all that's been successfully uploaded um and so yeah, if they're just waiting on that then once they receive that they'll go ahead and process out that claim.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, that, that sounds great. I really appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can check on for you?
[CUSTOMER][POSITIVE] No, ma'am, you've been, you've been awesome thank you.
[AGENT][POSITIVE] My pleasure, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.