AccountId: 011433970860
ContactId: 36e99a9a-fe24-4e64-8458-cc2922a6c5e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485540 ms
Total Talk Time (AGENT): 112892 ms
Total Talk Time (CUSTOMER): 116307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/36e99a9a-fe24-4e64-8458-cc2922a6c5e2_20250321T13:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah hi I filed a claim a while ago it's been like open shut open shut multiple times. um I just submitted last night like the information that I believe that they need for one of the claims. I just wanted to make sure that it is.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Being seen and that hopefully this can be resolved like today since this has been going on for weeks um and just hopefully that that could be like expedited and like if that is the remaining information just to like let me know and if there's any payout to get paid.
[AGENT][NEUTRAL] OK, let me see what we can do because the normal processing time is 7 to 10 business days, uh, whenever we receive additional information. Um, let me have your name and.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Wait, say that, say that again? I didn't understand you.
[AGENT][NEUTRAL] Um, the normal processing time is 7 to 10 business days, even if we receive additional information, so it goes like back to the line to be processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Lovely.
[AGENT][NEUTRAL] Let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] My first name is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] I've like talked to a woman named [PII] who is kind of been my like contact person, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I can try to see if she's there today. I'm not sure. She wasn't here today, yesterday, so I can check today. Um, OK, um, may I have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, hold on just one second, I can get it for you. I just don't have it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 214-501-1
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address for verification?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Let me check and see if [PII] is available. One moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK? Let me see if I can find this [PII].
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, Miss [PII].
[AGENT][NEUTRAL] Hey, um, Miss Miss [PII] is not in today.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] I mean, are you able to help me? I just told, I just was saying she's helped me in the past. I still wanna I still wanna make sure that this is still.
[CUSTOMER][POSITIVE] That you've received it and if you can send it to the underwriters like right away.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I see the claims, uh, we don't do claims this is the care team, um, so I see the claims and I do see that we received them, uh, they have to be reviewed with the claim department and then from there they will go ahead and make a decision. Um, again, we don't have a way of expediting. It goes to the line, so it, it is 7 to 10 business days processing time.
[CUSTOMER][NEUTRAL] Alright, um, do you know when Maggots is gonna be in next?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Do you know if [PII] will be in on Monday?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Let me check the calendar.
[AGENT][NEUTRAL] Yeah, she's scheduled to come back Monday. Mhm.
[CUSTOMER][NEUTRAL] Alright, I will try to see if I can touch base and see if there's an update um at that time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sure, no problem. Yeah, and she can go through the claims and the documents because she is in the claims department.
[CUSTOMER][POSITIVE] OK, great, thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you