AccountId: 011433970860
ContactId: 42d8ca23-9ab8-4c0d-9835-5e981a595851
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501540 ms
Total Talk Time (AGENT): 82250 ms
Total Talk Time (CUSTOMER): 64477 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/42d8ca23-9ab8-4c0d-9835-5e981a595851_20250213T17:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I still haven't received my policy. I had called several weeks ago and was told to call back if I hadn't gotten it you guys can mail me a copy of it. I went from a group plan to an individual.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um, Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 258-7794.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And may I have your date of birth, mailing address, and email address for verification?
[CUSTOMER][NEUTRAL] 1111 [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so on [PII], yeah, you should have received that by now.
[AGENT][NEUTRAL] OK, let me go ahead and send the request over. Do you mind holding for me?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][POSITIVE] OK, thank you.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send in a request for the certificate to be sent out to you. Um, so usually it takes 7 to 10 business days, um, depending on the mail, it goes out regular mail, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's great, thank you. And then I also submitted a wellness claim on the [PII]. Do you know how long those usually take?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, all right, would I be able to see that online somewhere?
[AGENT][NEUTRAL] Yes, if you register online, you'll be able to see um the claim status and this was uh for card.
[CUSTOMER][NEUTRAL] Or just after
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, you should be able to see it online and it's gonna say either in process or process. If you see a claim number that means it's been processed.
[CUSTOMER][POSITIVE] OK, it does say received. OK, all right thank you appreciate your help.
[AGENT][NEUTRAL] OK, yeah, so right now it's just, you're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's all. Have a good day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][NEUTRAL] OK.