AccountId: 011433970860
ContactId: 2c736688-5f02-4de0-9108-e25e9da5307f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198809 ms
Total Talk Time (AGENT): 116215 ms
Total Talk Time (CUSTOMER): 110502 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2c736688-5f02-4de0-9108-e25e9da5307f_20250401T20:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I was calling about a claim that I turned in and I was trying to work the website even to get an update but it for some reason I can't do it. I'm look at claim forms. I don't.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm OK. OK.
[CUSTOMER][NEUTRAL] Well I'm just telling me I hadn't signed in.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And if you have the policy number, I can go ahead and use that.
[CUSTOMER][NEUTRAL] 223.
[CUSTOMER][NEUTRAL] 2823.
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII] and I think it's [PII].
[AGENT][NEUTRAL] Mhm, yes, thank you. All right, and you say you're calling about a claim. Let me see where we are.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] The claim is for [PII].
[CUSTOMER][NEUTRAL] Mhm my husband.
[AGENT][NEUTRAL] OK, so it looks like we received some claims on [PII]. Um, they were received and they're in line to be processed. They have not been processed just yet. It usually takes 7 to 10 business days, up to 14 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine. I just wanna make sure that they got everything to even start processing them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, OK. Well, they're not gonna know if they have everything until they review the documents. So, um, but we did receive the information you sent. I do see that there is um about 1234 things that were uploaded on that day. So we have those and once they review that information, they will know if they have enough to process a claim or if they need anything else, they'll let you know they send something by mail.
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] getting ready for the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do they put that in the.
[CUSTOMER][NEUTRAL] What do the status change? Do it change on the on the website where I can see it?
[AGENT][NEUTRAL] Website.
[AGENT][NEUTRAL] Yes. Once you see a claim number, once you see a claim number, then you see that they already processed. So you can go ahead and click that claim number and it will give you the explanation of benefits explaining what they did, if they're gonna pay or if they need more information.
[CUSTOMER][NEUTRAL] What should I look?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Where, where would I see the claim where it says because it just says uh.
[CUSTOMER][NEUTRAL] It says uh.
[CUSTOMER][POSITIVE] Yeah, I'm trying to see where it would say that at. OK, I do see it. I do it.
[AGENT][NEUTRAL] OK, it's gonna be right beside it where you should see a confirmation number where the information you send in. Mhm. OK. All right. OK.
[CUSTOMER][NEUTRAL] I do see, well, I do see claim number on the claim process and then uh OK OK I see I see what you're saying. OK, I'm just trying to navigate this this is the first for me so I was just trying to navigate it, but I don't know where to look now. OK, thank you so much bye bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Mhm. Yes, OK. No problem.
[AGENT][POSITIVE] Yeah, OK. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm. That's it. I know how to do it now.
[AGENT][POSITIVE] OK. All right. You got a good afternoon. Have a good afternoon. Bye-bye. Mhm.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] No.