AccountId: 011433970860
ContactId: 355f2086-5871-4c31-9d36-70bb0e165b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156679 ms
Total Talk Time (AGENT): 72941 ms
Total Talk Time (CUSTOMER): 40154 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/355f2086-5871-4c31-9d36-70bb0e165b52_20250429T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling. I put in a claim yesterday.
[CUSTOMER][NEGATIVE] And I didn't get a response that y'all received it and then I discovered that I put the old.
[CUSTOMER][NEUTRAL] Policy number on it
[AGENT][NEUTRAL] OK, and did you resubmit it?
[CUSTOMER][NEUTRAL] No, I did not resubmit it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] I was wondering.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 252-5111.
[CUSTOMER][NEUTRAL] And I put the old number. I put 1776939.
[CUSTOMER][POSITIVE] I'm just about for sure that's what I put on there.
[AGENT][NEUTRAL] OK, um, let me see if we.
[AGENT][NEUTRAL] Did you send that uh by fax or was that uploaded on the portal?
[CUSTOMER][NEUTRAL] 5 packs.
[AGENT][NEUTRAL] The facts, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Probably about 2:30.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. I can see if we have it. It usually takes about 48 hours for it to show up in the system. Um, let me see.
[AGENT][NEUTRAL] Yeah, I don't show anything entered yet, um.
[AGENT][NEUTRAL] Normally we'll look at it and see if you have like since this old policy terminated, we'll see if you have a current policy and then we'll get it attached to that right policy.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So you're not
[AGENT][NEGATIVE] I can't see anything.
[CUSTOMER][NEUTRAL] You're not able to tell if
[AGENT][NEUTRAL] Yeah, I can't see anything yet but um like I said, it usually takes a few working days for it to be uploaded into the system because we had, it has to go through a clearing house and then um before we can see it, before I can see it on my end, um, so you might try might try back, uh, let's see, today's Tuesday I try back Thursday and it should be in the system by then but like I said, you should be fine because we'll look and see that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you send it to the old um account that's terminated we'll look in our system to see if there's a current account and get it attached to the right account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye