AccountId: 011433970860
ContactId: 2bc33bc0-334c-4478-98b2-90f30c2066b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190270 ms
Total Talk Time (AGENT): 72188 ms
Total Talk Time (CUSTOMER): 58506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/2bc33bc0-334c-4478-98b2-90f30c2066b1_20250306T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on my husband. I want to make sure you received his paperwork for a claim.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you, I can make check the claim for you. Can you please give me your callback number just in case the call gets disconnected and your policy number.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is 2435615.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then also can you verify your address, a phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] Email, I'm not sure which one you have uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what else did you ask for?
[AGENT][NEUTRAL] Uh, the cell phone number.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying that information for me. Alright, let me look real quick.
[AGENT][NEUTRAL] OK, I do show that we received the claim through the online service center on [PII].
[CUSTOMER][NEGATIVE] But it was denied and I requested more information.
[CUSTOMER][NEUTRAL] So we mailed it off it was sent to the PO box number that's on the claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And supposedly I haven't received it as of Tuesday, but the post office says it was delivered.
[AGENT][NEUTRAL] OK, when did you guys?
[AGENT][NEUTRAL] OK, it just takes time to process. Once we receive the claim information, it takes 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] OK, I'll call back next week.
[AGENT][POSITIVE] OK, Miss [PII], you have a great day and we appreciate you calling. Alright, anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that will be it. Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] All right, uh huh, goodbye.
[AGENT][NEUTRAL] Bye bye.