AccountId: 011433970860
ContactId: 3c8afb7a-4884-47ab-a25c-027b2bab46ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606840 ms
Total Talk Time (AGENT): 146100 ms
Total Talk Time (CUSTOMER): 85888 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3c8afb7a-4884-47ab-a25c-027b2bab46ce_20250319T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is Mr. [PII]. I'm calling to check on a claim. I, I, I submitted.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEGATIVE] Not on hand. I'm, I'm not at home.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Uh, how do you spell the last name and the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I need um your date of birth and email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] OK, you submitted a claim for your accident or was it your disability or medical? Which one?
[CUSTOMER][NEUTRAL] It's medical
[AGENT][NEUTRAL] Medical, OK, let me find that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When did you submitted the claim, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh man, back on it.
[CUSTOMER][NEUTRAL] Should have, should have been on the [PII] of last month.
[AGENT][NEUTRAL] [PII] of last month.
[CUSTOMER][NEGATIVE] And they had a problem, they had a problem getting all the information.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] All they're lacking is, uh, uh, uh, submit something from the from my um um employer and instin on Friday.
[AGENT][NEUTRAL] OK, so it's gonna be your disability then.
[AGENT][NEUTRAL] OK, let me pull, let me pull your disability, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like um we received additional information on [PII] um that information is in line to be processed. It has not been processed just yet.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it usually takes 7 to 10 business days for the information that we received to be processed again so um it was received on the [PII].
[CUSTOMER][NEUTRAL] So that that's the last uh.
[CUSTOMER][NEUTRAL] Information you got from my employer.
[AGENT][NEUTRAL] Um, let me see, let me check and see if I can view the documents and see if it's from the employer. Do you mind holding for me?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. Yes, we did receive the form from the employer. It is in line. That's what we received on the [PII], OK?
[CUSTOMER][NEUTRAL] On the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, next month, April?
[AGENT][NEGATIVE] No, uh, um, this month, um, the [PII], we just received it. It's in line to be processed. It has not been processed yet. We just received it a couple of days ago.
[AGENT][NEUTRAL] On Friday. Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's that's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, you know when it will be processed?
[AGENT][NEUTRAL] Um, no, it, it, it takes the same normal processing time, which is 7 to 10 business days. So, um,
[AGENT][NEGATIVE] It would just wait, we have to wait for the 7 to 10 business days. It could be sooner, but I cannot guarantee that.
[CUSTOMER][NEUTRAL] So be another week, so, yeah, OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am. I just gonna follow up on it.
[AGENT][NEUTRAL] OK. Mm.
[AGENT][POSITIVE] You're welcome. Sure, no problem, but we did receive what we were waiting for, OK? Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's be it.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] You too. You too.
[AGENT][POSITIVE] Mm. Thank you. Bye-bye.