AccountId: 011433970860
ContactId: 419d13ee-e9e9-4b39-b1dd-ab77029aab9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169580 ms
Total Talk Time (AGENT): 74647 ms
Total Talk Time (CUSTOMER): 83033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/419d13ee-e9e9-4b39-b1dd-ab77029aab9e_20250211T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I mailed in a claim form last week, uh, and I was just wanting to see if y'all got it and what the status is.
[AGENT][NEUTRAL] OK, yes, sir. I can verify that for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Probably [PII] the way y'all have it.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I have 1289078.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] [PII] and verify your date of birth, mail address, and the email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] and emails are [PII].
[AGENT][NEUTRAL] OK. And what's the claim for yourself?
[CUSTOMER][NEUTRAL] No, it's for my wife. She fell and dislocated her shoulder last October.
[AGENT][POSITIVE] Oh, bless her heart. Um, let me see. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And this is for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]'s my daughter. My wife is [PII].
[AGENT][POSITIVE] I'm looking at it wrong. Oh, I'm so sorry. I was looking at it wrong. OK. Let's see.
[AGENT][NEUTRAL] OK, yes, sir. I do show we received claim information for her on [PII], and it is in line for processing.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I, I had to mail it because I, I'm not in your system anymore for emailing it and then uh I couldn't get it, couldn't figure out how to fax it from my computer so just wanna make sure you got it so um and I, I'm gonna be sending follow up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Claims for her follow up appointments but I haven't got those together yet but I'll do those here pretty soon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that'll work. And usually from the time the claim is received, it can take 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It can take what?
[AGENT][NEUTRAL] Up to 7 to 10 business days to process from the date the claim was received.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and what did they do? Did they just send me a check?
[AGENT][NEUTRAL] Uh, payable, they send a check. Uh, let me see if we have any direct, we don't have any direct deposit information, so they would just, if the claim is payable, they'll send a check along with the EOB. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good thanks a lot.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] I like.