AccountId: 011433970860
ContactId: 5967abf8-b889-4bab-b953-a8fed916cb66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143089 ms
Total Talk Time (AGENT): 76094 ms
Total Talk Time (CUSTOMER): 46449 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5967abf8-b889-4bab-b953-a8fed916cb66_20250425T14:50_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Uh, how you doing? I'm reaching about about my claim, uh, update on my claim paperwork.
[AGENT][POSITIVE] OK, sure. I can assist you with claims. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] at [PII]. Date of birth [PII]. Email [PII].
[AGENT][NEUTRAL] Uh, no, no, no, no, no. Excuse me, Mr. [PII], Mr. [PII], I need to pull your information before I'm able to verify. I cannot verify without your information, OK? So, um, just a minute. Um, let me have, um, again, the callback number because I didn't get, I got [PII]. After that, I didn't get anything else. Go ahead with the callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I need the policy number if you have it.
[CUSTOMER][NEUTRAL] 2574819
[AGENT][NEUTRAL] OK, thank you. Let me pull your information so I can verify you.
[AGENT][NEUTRAL] 19. All right. And now, may I have your date of birth, billing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're still at [PII]?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, I do see that you submitted some additional information on [PII].
[AGENT][NEUTRAL] It is in line to be processed. It has not been processed yet. It's 7 to 10 business days for the processing of the claim.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I had a question regarding that since the claim was already open and there was payment on it, does that form need to be paid, uh, need to be made like every month? Like how does it work so I could be on the same page with the provider.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yes, it has to be sent in every month. That's correct.
[CUSTOMER][NEUTRAL] Every month? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.