AccountId: 011433970860
ContactId: 2607db3a-790f-4329-a9a9-3123336c24f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177169 ms
Total Talk Time (AGENT): 68194 ms
Total Talk Time (CUSTOMER): 88118 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2607db3a-790f-4329-a9a9-3123336c24f5_20250213T14:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and [PII] and I'm calling about my claim that I turned in.
[AGENT][NEUTRAL] OK. OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII] is the last name.
[AGENT][NEUTRAL] I need your first name.
[CUSTOMER][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Oh, OK, I can, [PII]
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 239-020-8
[AGENT][NEUTRAL] OK, and what's a good uh phone number that I could uh call you back in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, give me a moment to pull up your file, get you verified, and then we can look at your claim, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] Thank you. And your email address on file?
[CUSTOMER][NEUTRAL] ID [PII].
[AGENT][NEUTRAL] OK, thank you for that information, I can. And you said that you're checking on a claim. Is this a critical illness policy that you have?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Is it for an [PII] day of service?
[CUSTOMER][NEUTRAL] Uh yeah, there were a lot of different dates, yes, I believe so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So actually it's in final review.
[AGENT][NEUTRAL] Um, this is as of [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, well, I want to.
[CUSTOMER][NEUTRAL] Go ahead. I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was just gonna say as of [PII] it's in final review.
[CUSTOMER][NEUTRAL] OK, because I did receive a letter or um you know that it was still pending and I needed to send a pathology report and I did so and I was then yesterday I received a letter in the mail that uh it was looking for the pathology report and that's really, but this may have crossed because the, the date is too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], so and I sent that and on on the [PII], OK.
[AGENT][NEUTRAL] Mhm. It did.
[AGENT][NEUTRAL] Did
[AGENT][NEUTRAL] Mhm. We received it and so when it's in final review, it's at the last stage so we, we have everything that we need. They're just reviewing it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Well, that, that's, that was really my question. Thank you so much.
[AGENT][NEUTRAL] OK. All right. Anything else we can help out with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am I'm not that I can think of. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.