AccountId: 011433970860
ContactId: 4cd25d53-589e-4731-b92a-20bef8e764cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180940 ms
Total Talk Time (AGENT): 114426 ms
Total Talk Time (CUSTOMER): 67321 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4cd25d53-589e-4731-b92a-20bef8e764cb_20250122T22:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Hey, [PII], you're speaking with [PII]. You [PII] friendly, um.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] How you doing?
[CUSTOMER][POSITIVE] Good. Um, I have [PII].
[CUSTOMER][NEUTRAL] And his name, his last name, I just call him and he's fine with that. It's [PII]. I can't say it, but his policy number is 167.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5682.
[CUSTOMER][NEUTRAL] And all he's wanting to know I helped him with the online service center question that he had um he's now he's wanting to know if if anything else is needed to file his claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We will know that until they review it, but I can tell cause it just came in. OK. All right, thank you.
[CUSTOMER][POSITIVE] Mm, OK. All right. All right, thank you. All right, bye, [PII], have a good night. Bye-bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You too. Bye-bye. Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII] and I'm in the claims department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] All right. And you was calling to see, was there anything else we needed on your claim, is that correct?
[CUSTOMER][NEUTRAL] Uh, correct, yeah, as far as what, uh, necessary forms you guys would require for this, um, claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, Mr. [PII], your claim just came in the day on [PII]. It has not been reviewed. We wouldn't be able to tell you over the phone because the adjuster would have to have time to review what you sent in and see if anything else is needed.
[AGENT][NEUTRAL] So you can give it 7 to 10 working days for an adjuster to review that claim. If we need any additional information, you will get something in the mail and you know what additional information is needed, but as of right now it's in line. It just came in the office today.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that is it. I just, yeah, I didn't know the process or uh how it works. This is my first time so.
[AGENT][NEUTRAL] Yeah, that, yeah, yeah, that's how it works, yes, sir, when they first come in the office, we have 7 to 10 working days to, you know, because we have to review the claim, make sure what's what we need, you know, read the policy with the information you're sending in. So yeah, they have to take time to review and see what's needed to be able to process the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will they email me? I mean, you said they're gonna mail me so I didn't know if they're gonna add message via email.
[AGENT][NEUTRAL] Well, no, well, once, once, no, we don't email. Once the adjuster process the claim, you get an explanation of benefit in the mail. And if you, you know, if they pay anything, you would get your check would be direct deposit and you still would get the explanation of benefit in the mail showing you what was processed on the claim.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. If you have any other questions, Mr. I, you just give us a call back, OK?
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life, and you have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.