AccountId: 011433970860
ContactId: 3abca45f-0a7f-44b0-af28-61fdad64d1f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147039 ms
Total Talk Time (AGENT): 46786 ms
Total Talk Time (CUSTOMER): 41426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3abca45f-0a7f-44b0-af28-61fdad64d1f8_20250303T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. [PII] this you.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm checking on a claim that, um, a wellness, uh, claim that I submitted on the, um, the [PII].
[AGENT][NEUTRAL] OK, I can verify claims for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Sure, let me get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So uh
[CUSTOMER][NEUTRAL] The policy number is 257.
[CUSTOMER][NEUTRAL] 2180
[AGENT][NEUTRAL] OK, thank you, ma'am. One moment.
[AGENT][NEUTRAL] OK, and verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, do show the claims have been received and are in line for processing. Uh, if you give me one moment, I can see where they are on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, it looks like it is in an examiner's queue, so hopefully it should be processed soon.
[CUSTOMER][NEUTRAL] All right, I was just checking in.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.