AccountId: 011433970860
ContactId: 5db7a1a5-8b34-473b-9a56-ab8fc1a0e31c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200229 ms
Total Talk Time (AGENT): 98580 ms
Total Talk Time (CUSTOMER): 91658 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5db7a1a5-8b34-473b-9a56-ab8fc1a0e31c_20250319T17:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] How may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][NEUTRAL] Oh, I was just calling I faxed over paperwork last week.
[CUSTOMER][NEUTRAL] And I was just curious of how long it's gonna take.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I can check and see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're welcome, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's 239-026-2.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and I need to verify for security your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, mailing is [PII]. Email is uh [PII] or it's my work number, I mean work email. I don't know which one I put on there. OK, OK, it's [PII]. My bad.
[AGENT][NEUTRAL] Is the work email, is the ISD email?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. No, it's OK. No problem, Ms. [PII]. It's just fine. All right. So let's see, we receive the documents on the [PII], and the normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so should I call back next week or something, or, or just wait?
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] Let me check the calendar, um.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know how this works first time I ever filed.
[AGENT][NEUTRAL] OK, no problem. Uh, let's see, so here we go.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it's gonna be like in the end of this month.
[CUSTOMER][NEUTRAL] The end of the month? OK, um.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Do you know how much or no you don't?
[AGENT][NEUTRAL] No, we don't know that information until its process.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well I'll just wait to the end of the month and and just wait.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No problem, but yeah, you can always call and check on it or if you have register online or if you want to register online, you can, yeah, and if, yeah, there is a um if you wanna get like a notification through your phone you can do that and it will tell you when we process the claim.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][POSITIVE] OK, I'll go back on the site and look at it. OK, well I appreciate your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, you do the same bye bye.
[AGENT][POSITIVE] Thank you. Thank you. Goodbye.