AccountId: 011433970860
ContactId: 541c4144-df99-46da-95ca-98b6b3ac7afc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155139 ms
Total Talk Time (AGENT): 61803 ms
Total Talk Time (CUSTOMER): 69619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/541c4144-df99-46da-95ca-98b6b3ac7afc_20250624T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm an agent.
[CUSTOMER][POSITIVE] And I'm calling to check on claims of a client. I've been helping her since last [PII], I think it was.
[AGENT][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] And we sent in some claims online over a week ago, so I just want to check on the status.
[AGENT][POSITIVE] Absolutely. Happy to check on claims. [PII], what is their policy number?
[CUSTOMER][NEUTRAL] 728463
[AGENT][NEUTRAL] All right. And then insured's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the primary or the claimant?
[AGENT][NEUTRAL] The claimant it works.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so recent claim I show was submitted around [PII].
[AGENT][NEUTRAL] It is still showing in progress. It looks like it has not been processed yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, great. OK, um.
[CUSTOMER][NEUTRAL] I know y'all changed how somebody gets online, looks at claims and everything has to be a code has to be sent to the actual policyholder, which is her husband through email.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEGATIVE] And so uh I was doing all that until all that changed and now it's just a big freaking hassle to do that. So um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When should I call back?
[AGENT][NEUTRAL] Let's see it was received on.
[CUSTOMER][NEUTRAL] It's been about 11 days. I know he's had a weekend in between, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, one.
[AGENT][NEUTRAL] So I would give it until Friday. Um, we did have a lot of people out of the office last Thursday. I know some places were open on [PII], and then some weren't. Um, so, maybe give it to Friday and then check back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I can do that. Thank you very much.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. Anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thanks so much.
[AGENT][POSITIVE] All right. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.