AccountId: 011433970860
ContactId: 3f465a5c-5a7c-4d49-98f6-7117844ddf0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169399 ms
Total Talk Time (AGENT): 69012 ms
Total Talk Time (CUSTOMER): 78550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3f465a5c-5a7c-4d49-98f6-7117844ddf0a_20250429T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. Um, I submitted a claim a few weeks ago and uh it was requested, uh, they requested some evidence, so I just uploaded to the portal. I just wondering if that, that's, uh, that's enough, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can see if we've received that information. um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. It's uh [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02486912.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and then [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK, if it's uh for my employer it should be, uh, [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that, [PII]. OK, so I do see that we have received some claim information today. Um, it can take about 7 to 10 business days for claim information to process. It may not take quite that long but that's probably a good guess. Um, of course you're more than welcome to check on the website, uh, for a status update or you can give us a call as well, whatever you prefer.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I noticed that, uh, my company, my, my employer, uh, I don't know if they switch a provider or not, but, uh, I think, uh, tomorrow will be the last day the policy is effective. So just um wondering if there was any, any issue with that if I'll be able to log again, uh, on the portal.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure, so yeah, as long as the policy was active during the time that you received that treatment, um, then that wouldn't affect it. Yeah, you're perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, good to know. Thank you very much.
[AGENT][POSITIVE] Absolutely. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you very much. Appreciate it for your help.
[AGENT][POSITIVE] Alright yeah thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.