AccountId: 011433970860
ContactId: 26815535-8cbc-4cc3-b2da-c93db5faffac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260920 ms
Total Talk Time (AGENT): 108324 ms
Total Talk Time (CUSTOMER): 105813 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/26815535-8cbc-4cc3-b2da-c93db5faffac_20250107T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, but I was trying to check on a claim, um.
[CUSTOMER][NEUTRAL] For uh [PII].
[CUSTOMER][NEUTRAL] I mailed in all of the all of the uh documents that I was requested to mail in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to see if that's been received, uh, and the process has begun.
[AGENT][NEUTRAL] Of course, yeah, I could check on that claim for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But no, I, I, no, I don't think I wrote it down before send it in.
[AGENT][NEUTRAL] Um, that's OK. Uh, I can start using your social.
[CUSTOMER][NEUTRAL] Um, the policy would be in my husband's name and that social is that social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right. And what was his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I do believe I've found it. I'm just gonna verify some information really quick, um, since you are under the policy, I could just verify yours. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, the new mailing address is [PII].
[AGENT][NEUTRAL] OK, yeah, that's not what I've got. It is in [PII].
[CUSTOMER][NEUTRAL] You can do it today.
[CUSTOMER][NEUTRAL] Uh, it would, it would have, it would have been, um, initially purchased in [PII].
[AGENT][NEUTRAL] OK, yeah, that is what we have, um, I'm sorry, what was the new address? It was [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the same zip code?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, thank you for that. I'll go ahead and get that updated. All right, let's take a look just a moment.
[AGENT][NEUTRAL] I'm sorry, was this claim was uh for you or for [PII]?
[CUSTOMER][NEUTRAL] The, the plan, the plan is for, I, I, I guess me, he, he's the one that's deceased. I'm the beneficiary.
[AGENT][POSITIVE] Oh, OK. I, I'm so sorry. Just a moment.
[AGENT][POSITIVE] OK, so it would be under his name then, um, so I am showing [PII] that we have received some claim information looks like we just received it yesterday, um, and it is currently in line for processing, so we did receive it, um, it can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long, um, but I always feel like that's kind of a good.
[AGENT][POSITIVE] General area to expect um and you're more than welcome to give us a call and check on it whenever you'd like.
[AGENT][NEUTRAL] But we did get it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You did get it and so you said it takes 7 to 10 business days.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It can, it can take around that time, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, are you able to tell me how much the benefits will be worth?
[AGENT][NEUTRAL] Um, I don't know right off. I don't think we would know until it completes processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] All right, sorry about that.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] Alright yeah thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's fine.