AccountId: 011433970860
ContactId: 279ac4a1-ad04-4711-a716-475a98fa3a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215539 ms
Total Talk Time (AGENT): 72459 ms
Total Talk Time (CUSTOMER): 55244 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/279ac4a1-ad04-4711-a716-475a98fa3a60_20250519T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name's [PII]. I submitted a claim, um, a week ago and I was just wondering what the status on that might be.
[AGENT][POSITIVE] Sure I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 261-773-8
[AGENT][NEUTRAL] Give me one moment while I look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I'm currently not seeing any.
[AGENT][NEUTRAL] Claims submitted yet um when did you submit it?
[CUSTOMER][NEUTRAL] Uh, [PII] and I have my confirmation number for the claim.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing anything yet, um, depending on how much
[AGENT][NEUTRAL] Information you gave them, it might take them a while to go through all of the documents.
[CUSTOMER][NEUTRAL] OK, it would have just been the single bill.
[AGENT][NEUTRAL] Oh, a single bill? OK.
[CUSTOMER][NEUTRAL] And a claim form, so a claim form and a a bill.
[AGENT][NEUTRAL] The claim form in the bill, OK, um, yeah, I'm not showing anything yet. Oh, go ahead.
[CUSTOMER][NEUTRAL] Well, I, I
[CUSTOMER][NEUTRAL] I, so I purchased this insurance for myself and my wife. The claim's actually under my wife does that change anything?
[AGENT][NEUTRAL] Yes, sir, it does. Give me just a second.
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like we did receive that claim on.
[AGENT][NEUTRAL] The [PII], like you said, um, it has not been processed yet, but it does show that you.
[AGENT][NEUTRAL] Um, submitted it, and that we did get it.
[AGENT][NEUTRAL] It just hasn't been
[CUSTOMER][NEUTRAL] So what's the
[CUSTOMER][NEUTRAL] What is the time frame for processing?
[AGENT][NEUTRAL] It could take anywhere from 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's what I needed to know. I appreciate that.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right, well thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.