AccountId: 011433970860
ContactId: 5be9a32a-5c0d-4f7a-953b-125c414bcfd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369369 ms
Total Talk Time (AGENT): 174064 ms
Total Talk Time (CUSTOMER): 155724 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5be9a32a-5c0d-4f7a-953b-125c414bcfd0_20250512T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is uh [PII] and we spoke earlier.
[CUSTOMER][NEUTRAL] Um, I was just checking to see if that file that the form that was needed, if it uploaded because I was having uh problems on my end.
[AGENT][NEUTRAL] Uh yes, I can check Miss [PII] to see if we got your um information for your claim. Can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, oh God.
[CUSTOMER][NEUTRAL] I think it's 181886605. That could be wrong.
[AGENT][NEUTRAL] OK, let me check real quick.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Sounds wrong.
[AGENT][NEUTRAL] No, ma'am, um, yeah, can you give me your social and I'll pull it in that way for us.
[CUSTOMER][NEUTRAL] [PII]. I think that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What did you say it was [PII]?
[CUSTOMER][NEUTRAL] [PII]. No, [PII].
[CUSTOMER][POSITIVE] Bless you.
[AGENT][NEUTRAL] Thank you. OK, Ms. [PII]. And can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you and then I'm also gonna.
[AGENT][NEUTRAL] Excuse me, I'm also gonna need for you to verify your address, phone number and email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] Um, home address is [PII]. Telephone number is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Thank you. Uh, my allergies acting crazy with this weather changing. I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I get it. No.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] I do see that um.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] It was the one for Ava.
[AGENT][NEUTRAL] OK, Ava. All right, let me look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] 1, I think, well, one of something is in private. I don't know anymore.
[AGENT][NEUTRAL] Yes, those 3 are in progress. Um, we did receive um an upload today from the online service center.
[AGENT][NEUTRAL] And did you get the confirmation number? I can give that to you.
[CUSTOMER][NEUTRAL] Yeah, I, I, uh, yeah, I gave you a confirmation number. It just, that's the one that went with Ava's stuff. It was just the actual, you know, the everyday, whatever that form is called, the everyday hospital form claim form.
[AGENT][NEUTRAL] Uh, the hospital indemnity form. OK.
[CUSTOMER][NEUTRAL] Yeah. That was the only thing it was.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we did receive that, um, and the confirmation number is OSCO as in Oscar, S as in Sam, C as in cat, 97972.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Colin 95261.
[CUSTOMER][NEUTRAL] No, that's fine. I just wanted to make sure that it was.
[CUSTOMER][NEUTRAL] Um, uploaded or that it had shown up. So if they did try to process hers, they wouldn't kick it out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For saying that she did not have a um form.
[AGENT][NEUTRAL] Claim form, OK, yes ma'am.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That was it.
[AGENT][NEUTRAL] OK, yes, I do show that it did come in and of course it's gonna take 7 to 10 days to process the claim, but that documentation that you sent today is here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I guess I messed that one up, yeah, so that documentation should have been with.
[CUSTOMER][NEUTRAL] Oh, what day did I process Ava's? What day I sent Ava's in.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] The [PII], that one should have went with the [PII] 1.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and they'll figure that out when they see them, um, both of them right now of course the one you just said, but the one on the [PII] is in process and the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They'll be able to look and see that you've sent in the claim form.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, good, OK, they may pay out, maybe not.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I guess I can check tonight and see if they decide to pay out or not, is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well, it takes 7 to 10 business days for the claim to be completely processed.
[CUSTOMER][NEUTRAL] I'm talking about the ones that's in progress. Oh, OK.
[AGENT][NEUTRAL] Oh, the ones that are in progress, yes, all of them will take any time you send a claim, it'll take 7 to 10 business days and you'll get updates in that online service center as to where they are and if they need any more additional information for you or if it's been completely um processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I see one is in progress right now, so, um.
[AGENT][POSITIVE] Good, that means they're working on it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK dokey then.
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][POSITIVE] Alright, well thanks a bunch.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well you have a good night and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.