AccountId: 011433970860
ContactId: 43c311e8-153f-4331-9077-7bd91f12afe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186550 ms
Total Talk Time (AGENT): 91183 ms
Total Talk Time (CUSTOMER): 59640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/43c311e8-153f-4331-9077-7bd91f12afe7_20250110T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling. I'm trying to submit a claim for reimbursement, and I wanted to make sure that everything was received on your end.
[AGENT][NEUTRAL] OK, [PII], I can check and make sure it was received for you. Can you please give me your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] 02584409
[AGENT][POSITIVE] OK thank you let me look that up real quick sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then I'm also going to need for you to verify your address, a phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Uh, the telephone number I gave you already, that was [PII] and then what was the third thing?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying your policy for me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so looking at your policy and this is claims for yourself, is that correct?
[CUSTOMER][POSITIVE] Love for my son.
[AGENT][NEUTRAL] For your son. OK. And what is your son's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, so let me look and see.
[AGENT][NEUTRAL] OK, I do show that we have received.
[AGENT][NEUTRAL] 2 submissions yesterday.
[AGENT][NEUTRAL] And they're in line for processing and we received one submission this morning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And it's also in line for processing.
[CUSTOMER][NEUTRAL] Uh, is there anything else?
[CUSTOMER][NEUTRAL] What else is required on my end?
[CUSTOMER][NEUTRAL] Anything?
[AGENT][NEUTRAL] Uh, if there's anything else that is needed, you'll get a notification or a letter stating what is needed. Right now it's in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, uh, how long does the typical take?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it usually takes 7 to 10 business days to process the claim completely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah thank you.
[AGENT][NEUTRAL] Bye-bye, sir.