AccountId: 011433970860
ContactId: 63510174-0f04-46cb-b80d-93e9a7e3dcd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149869 ms
Total Talk Time (AGENT): 76450 ms
Total Talk Time (CUSTOMER): 32777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/63510174-0f04-46cb-b80d-93e9a7e3dcd3_20250226T17:12_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling to check on my claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, we can look it up by your name or social, so whichever you would prefer giving me.
[CUSTOMER][NEUTRAL] OK, um, social [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. Give me just one moment please. Let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I can verify please your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. And then I just need to get uh [PII] please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. OK. Got your policy here. Let me take a look at claims.
[AGENT][NEUTRAL] So, the recent one that I see looks like it was submitted around the [PII] of this month. Does that sound right? OK.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] It looks like it's still in progress at this time, [PII]. There's not been any decision made on it as far as a denial or payment, so just need to give it a little bit more time um unfortunately it's not been processed.
[CUSTOMER][NEUTRAL] OK, it doesn't show where they need any more paperwork or anything?
[AGENT][NEGATIVE] No, ma'am, it does not. It does not show yeah any request at this time, just in progress.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] Uh, you're welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Um, bye-bye.