AccountId: 011433970860
ContactId: 36c254f6-dc91-4b5d-bc18-02b5d5faa71f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197600 ms
Total Talk Time (AGENT): 109558 ms
Total Talk Time (CUSTOMER): 53493 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/36c254f6-dc91-4b5d-bc18-02b5d5faa71f_20250603T19:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I wanted to check on uh the status of my claims.
[AGENT][NEUTRAL] OK, I could check on a claim for you.
[AGENT][NEUTRAL] What was your
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. My name?
[AGENT][NEUTRAL] Sorry, yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. It is.
[CUSTOMER][NEUTRAL] 25 89 95 8
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] All right, thank you for verifying all of that, [PII]. OK, so I do see um we received a claim on [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Mhm. There were 2 of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, so I do see that and it looks like they are in their final stages right now. I do see that it's completing processing, uh, so, um, let's see, do you use an online portal season?
[CUSTOMER][NEUTRAL] I believe I did.
[AGENT][NEUTRAL] OK, yeah, OK, yes, so um if you didn't already know, I apologize if this is repeated information, um, the new portal, it's the same um you would just create a new log in but you would still see all of your original claim information there so it may not reflect right now but um either later today or tomorrow uh it will show that updated status and how much that benefit did pay.
[CUSTOMER][NEUTRAL] The old one.
[CUSTOMER][NEUTRAL] OK, because it's showing nothing right now.
[AGENT][NEUTRAL] Right, um, I, I see that it's, it's out of the processing stage it's in its final stages right now, so they're probably just finishing up with it, um, if not by the end of the day today it would be tomorrow that you see an update with that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it should just show up on my dashboard then?
[AGENT][POSITIVE] Yes, absolutely, and if for some reason you don't see anything give us a call back tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. All right, thanks for the news.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Not at this time.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.