AccountId: 011433970860
ContactId: 4e6b538c-3138-4055-a917-f287aeaf1fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250600 ms
Total Talk Time (AGENT): 129664 ms
Total Talk Time (CUSTOMER): 92203 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4e6b538c-3138-4055-a917-f287aeaf1fac_20250307T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII]. I just wanted to check on the status of my claim.
[AGENT][POSITIVE] OK, I can verify claim status for you and your name is again, I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, [PII], ma'am.
[AGENT][NEUTRAL] OK, and do you have a policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your mailing address, email address, and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII]. Email address [PII].
[AGENT][POSITIVE] OK, thank you so much. Um,
[AGENT][NEUTRAL] And this is a claim for yourself?
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, well, I do show a claim being received on [PII] and it is in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So about another week or so.
[AGENT][NEUTRAL] Uh, usually it takes about 7 to 10 business days to process. Um, Mr. [PII], have you set up on our online service center? We do have it to where you can receive a text message and when the claim has been processed and also check claim status from the site.
[CUSTOMER][NEUTRAL] OK. Now what site do I go to? Let me write this down. Go, give, give it to me.
[AGENT][POSITIVE] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, let me do that again. It's [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK. [PII]
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, sir. And when you go on to the site, uh, select individual, or I'm sorry, new user and then individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they'll ask for your name, date of birth, social, zip code and email address. And once you've entered that information, you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be able to view your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is it S [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII], yeah. [PII]
[AGENT][NEUTRAL] Uh, like [PII]. Mhm.
[AGENT][NEUTRAL] And I do show that you are [PII] and I do show you've set up on the site, um.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I didn't know how to stuff on the site then.
[AGENT][NEUTRAL] Yes, sir, and I can verify your username and if you hadn't remem don't remember your um.
[AGENT][NEUTRAL] Password you can reset it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show your, yes, sir, I show your username is [PII].
[CUSTOMER][NEUTRAL] I think you then.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh, so about another check on that, but basically about another week I should know if I got claim or denied.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] OK. So what happen if I get, if I don't get, if I get, don't get denied, what happens after that?
[AGENT][NEUTRAL] But if it's payable, then a check could be sent along with the EOB showing how the claim was processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Just not to pay the bill on it, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, if you, if you do, if it does go through, it'll be a check just to pay the bills with it.
[AGENT][NEUTRAL] Well, that would be yours. Yes, sir.
[AGENT][POSITIVE] That benefit be yours, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.