AccountId: 011433970860
ContactId: 3435674d-7bd1-4206-a24a-2a2a134a9e1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186759 ms
Total Talk Time (AGENT): 97747 ms
Total Talk Time (CUSTOMER): 58968 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3435674d-7bd1-4206-a24a-2a2a134a9e1b_20250310T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said the policy is 2,656,030?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And Mr. [PII], may I have uh the date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] OK. The email address is [PII]. date of birth [PII]. Mailing address [PII].
[AGENT][POSITIVE] All right. And how may I assist you today?
[CUSTOMER][NEUTRAL] I was gonna check on the status of the thing.
[CUSTOMER][NEUTRAL] That that I put in for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The play that is all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So it looks like it's still in line to be processed. The last documents that was received was received on the [PII] and um the normal processing time is 7 to 10 business days. So it's still in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it'll be somewhere like next week.
[AGENT][NEUTRAL] Yes, it's gonna be next week or the end of this week or next week, probably the end of this week.
[CUSTOMER][NEUTRAL] OK, do y'all need anything else I need to send y'all?
[AGENT][NEUTRAL] Uh, the claim has not been reviewed yet, so we're not gonna know until it's reviewing process.
[CUSTOMER][NEUTRAL] So when they review it, y'all let me know if I get approved for it or not, right?
[AGENT][NEUTRAL] By next time I know.
[AGENT][NEUTRAL] Correct, yes. Once they review the documents, they'll go ahead and make a decision.
[CUSTOMER][NEUTRAL] When I get something in the mail, I'll get a phone call.
[AGENT][NEUTRAL] Uh, no, you will get something.
[CUSTOMER][NEUTRAL] Well, I get a phone call or something.
[AGENT][NEUTRAL] You will get something in the mail um if you wanna get the information a little bit quicker um we have the option of our website if you register online, you can, you know, create an account and view your information and see when it's processed.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, what's, what's the, what's the website called?
[AGENT][NEUTRAL] The website is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can go to [PII].
[AGENT][NEUTRAL] Those are the two options to go in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], like in the morning. [PII].
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you, man.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APO. Have a good day.