AccountId: 011433970860
ContactId: 384f0712-32d6-4c88-b3c0-fe4329c055cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170949 ms
Total Talk Time (AGENT): 76155 ms
Total Talk Time (CUSTOMER): 72755 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/384f0712-32d6-4c88-b3c0-fe4329c055cf_20250421T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, hi, good morning, uh, [PII]. I, uh, I had a question. I just last week filed my first, uh, wellness claim, and I just wanna check to see if I did it correctly and, and, and how the status is.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Got it thank you and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 02579881.
[AGENT][POSITIVE] Alright thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then 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. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. OK, so I am showing that we received some claim information, uh, [PII] and the [PII], and that is uh currently being processed at the moment, so I'm unable to view there's not a status or anything like that. It can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long, but that's generally gonna be the safe yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah, I, I, I, I, I think I did it two days because I was, I didn't quite understand. I, I did the first portion of it, I think on the [PII] and then I was like, oh yeah, I gotta, I gotta send in my receipt from the doctor's office. So that's why it was a day, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Sure, yeah, no, that's perfectly fine.
[CUSTOMER][NEUTRAL] So, OK, so yeah, and then.
[CUSTOMER][NEUTRAL] And then the the so I could just check back on the website and it'll it'll just say, you know, or update at a later time.
[AGENT][POSITIVE] Absolutely, um, that should, um, you can check the website or of course you're more than welcome to give us a call as well, whatever you prefer.
[CUSTOMER][POSITIVE] OK, sounds good alright thank you.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a good day.
[AGENT][POSITIVE] All right you too thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.