AccountId: 011433970860
ContactId: 54390f60-253c-461e-9410-9dce91122add
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199080 ms
Total Talk Time (AGENT): 98981 ms
Total Talk Time (CUSTOMER): 83881 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/54390f60-253c-461e-9410-9dce91122add_20250519T15:47_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. You said [PII], right? Like [PII]? OK.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Oh, [PII], hey, how are you? Yes, my name is [PII]. I was checking on some claims that I had, uh, submitted.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I can check on those claims for you. Uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 1836605.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a live account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Awesome thank you for verifying all of that. OK, so I am showing that we've received some claims for you, um, [PII], so just today, uh, they have been received and they are currently in line for processing. Uh, it can take about 7 to 10 business days for claim information to complete processing and just prior to that I see some claims that we received [PII] and those did complete processing on, let's see [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that information or were you calling about these most recent ones?
[CUSTOMER][NEUTRAL] Well, no, for the [PII] 1 they needed like something else like another type of document, so I I went.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what was submitted?
[CUSTOMER][NEUTRAL] Yeah, and so, um.
[CUSTOMER][NEUTRAL] I guess I just want the claim adjuster to know that I went ahead and promptly like when I got off the phone with her.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Submitted those um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so it does look like we did receive them again it can take about 7 to 10 business days for that information to process. It may not take quite that long. That's just probably the safest, you know, yes, um, but of course you're more than welcome to continue to check that status on our website or just give us a call as well.
[CUSTOMER][NEUTRAL] OK, because I just wanna make sure that because it's showing, yeah, the [PII], 0, OK, um.
[CUSTOMER][NEUTRAL] And the what is it the everyday, the form, you know, the claim forms.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was told that I didn't have to do another one for the uh for Ava like those two claims that I did for Ava.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] That, OK, I didn't want that to kick everything out.
[AGENT][NEUTRAL] Sure, no, no, that's perfectly fine if it was just that missing information for a claim that you had already submitted that is perfectly fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's what I wanted to make sure that, yeah, because I've had it happen before so I just like to double check, OK.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Sure, yeah, did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Oh I
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.