AccountId: 011433970860
ContactId: 451ec5a4-8144-434e-8140-cb6c8eb81906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177539 ms
Total Talk Time (AGENT): 77791 ms
Total Talk Time (CUSTOMER): 69725 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/451ec5a4-8144-434e-8140-cb6c8eb81906_20250218T14:24_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, I'm calling and checking on it.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims, um, and you're calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] No, I'm the policy owner.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's mail. And what else do you need? I'm sorry.
[AGENT][NEUTRAL] The policy um uh a callback number and the policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, it is, well, I have several, but I guess the first one you can look up, I filed it's for my husband [PII], and the policy number is 254.
[CUSTOMER][NEUTRAL] 5851
[CUSTOMER][NEUTRAL] I I know what happened.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, no, no, no, I mean.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. May I have um your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] um that's my birthday [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um this is for my husband [PII].
[AGENT][NEUTRAL] OK, and the email is still [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, looks like we received a claim on [PII] and [PII], and the claim is still in line to be processed. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, so that's for both clients?
[AGENT][NEUTRAL] Um, let me see, this is for [PII]. um let me see if I find one for you, one moment.
[CUSTOMER][NEUTRAL] No, no, no, it's for [PII]. I filed a, um, I filed a wellness claim on, on, on a few of my policies and um uh uh accident claim for him.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, for all claims it's 7 to 10 business days because it goes to the same um queue. It goes to the same examiner to process either regular claim or wellness, so it is still 7 to 10 business days.
[CUSTOMER][NEUTRAL] It's been 7 days.
[AGENT][NEUTRAL] Mhm. 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good day.
[AGENT][POSITIVE] You're welcome you as well. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No, that's it. Bye-bye.
[AGENT][NEGATIVE] No, thank