AccountId: 011433970860
ContactId: 55fccf95-fe4c-4a8e-acc3-374a10322a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317720 ms
Total Talk Time (AGENT): 99199 ms
Total Talk Time (CUSTOMER): 54388 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/55fccf95-fe4c-4a8e-acc3-374a10322a79_20250123T21:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am just calling to find out what's going on with my claim that's been pending since [PII].
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with your claim. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't know it offhand.
[AGENT][NEUTRAL] OK, I can also look your policy up with your social if you like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your first and last name, your date of birth?
[AGENT][NEUTRAL] And your mailing and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], is it OK if I place you on just a brief hold while I take a look at your claims?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Please tell me lion didn't just go down, because it looks real lion just went downish.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Let's try again.
[AGENT][NEUTRAL] 59.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. The claims weren't populating and I thought it was something wrong with the claims, but our system is down. Um, so I can either do two things. I leave at [PII] today, um, if you'd like for me to give you a call once everything's back up, if it comes up today, I can.
[AGENT][NEUTRAL] Um, or if you want to give us a call in the morning, we can definitely check, but just for like a general turnaround, it's usually about 7 to 15 business days from the day we received the claim.
[AGENT][POSITIVE] But we can definitely provide you with an update.
[CUSTOMER][NEUTRAL] Right, and like I said, it was the 2nd, so it should have been, yeah.
[CUSTOMER][POSITIVE] So yeah, if you, if you're able to give me a call back before COB today, that would be appreciated.
[AGENT][POSITIVE] OK. Well, I can definitely give you a call back once everything comes back up and provide you with a claim status or update.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I'll be talking to you shortly.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Oh hey