AccountId: 011433970860
ContactId: 5145714b-d8f8-4b4b-9ddc-6256fcf2e140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207669 ms
Total Talk Time (AGENT): 47490 ms
Total Talk Time (CUSTOMER): 138124 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/5145714b-d8f8-4b4b-9ddc-6256fcf2e140_20250407T18:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII], and I was calling, um, I sent in a claim form, um, uh, I guess a few weeks ago from my husband's cancer, um, diagnosis, and I, they requested a physician statement, so I sent that in, and I was just seeing if anything was um done on the claim because my computer is not working. I can't pull it up to see.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the status, and I'm not sure if it's in real time anyway. Uh, I know sometimes y'all see things I can't see. Um, hold on one second, let me look. I do have it somewhere. Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] OK, it's um 1415882.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And um what is your husband's date of birth?
[CUSTOMER][NEUTRAL] My name, my date, what, I'm sorry, you ask for what now?
[AGENT][NEUTRAL] It is a claim for your husband?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] It's my husband and I'm on there as a writer.
[AGENT][NEUTRAL] OK, do you have, uh, his date of birth?
[CUSTOMER][NEUTRAL] You want.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then what's your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then do you have a good callback number?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And then when did you say that you sent that?
[CUSTOMER][NEUTRAL] Um, I think
[AGENT][NEUTRAL] Oh, I.
[CUSTOMER][NEUTRAL] The additional information in on last Monday I believe it was.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, yes, it looks like we did receive that and it's currently in processing. It typically takes about 7 to 10 working days, so it should be any day now.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know if it was 7 to 10 more working days or if that was from the initial claim. OK.
[AGENT][NEUTRAL] Oh yeah, it'd be from the received date so um we got that on [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK.
[AGENT][NEUTRAL] So it should be up in line in the next few working days.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.