AccountId: 011433970860
ContactId: 67e73135-464f-4a7c-9f37-bbb52bcfea95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246660 ms
Total Talk Time (AGENT): 107291 ms
Total Talk Time (CUSTOMER): 105188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/67e73135-464f-4a7c-9f37-bbb52bcfea95_20250224T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my account number is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I sent a claim in last week, I think it was Saturday. I wanted to make sure
[CUSTOMER][NEUTRAL] Everything
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEGATIVE] It was clear. I don't want to wait two weeks and then you will send me an email that said we didn't get it.
[AGENT][NEUTRAL] OK, Ms. [PII], I understand you're calling to check on your claim. Let me pull in your policy real quick.
[CUSTOMER][NEUTRAL] Yeah, 640393.
[AGENT][POSITIVE] OK, thank you. And then Miss [PII], what is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, um, the phone number.
[AGENT][NEUTRAL] That we have on the policy.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] The phone number that we have on the policy for you?
[CUSTOMER][NEUTRAL] The number
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am. Your, your phone number, please?
[CUSTOMER][NEUTRAL] Oh, I'm, I'm partially deaf, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you is that also a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, good deal. Alright, so you said that you sent this claim in.
[AGENT][NEUTRAL] Uh, last Saturday, is that correct?
[CUSTOMER][NEUTRAL] Saturday, yes, ma'am.
[AGENT][NEUTRAL] OK, how did you send the claim?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] How did you send the claim in?
[CUSTOMER][NEUTRAL] I took a picture of my
[CUSTOMER][NEUTRAL] Uh, EOB.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Downloaded it and then I went in on the
[CUSTOMER][NEUTRAL] The claim status that you all have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And downloaded it.
[AGENT][NEUTRAL] OK, and who was the claim for?
[CUSTOMER][NEUTRAL] It was on for me.
[AGENT][NEUTRAL] It was for yourself, OK, and you did it through the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right. I take a cancer pill every day.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do not see that it has, did you get a confirmation in the online service center?
[CUSTOMER][NEUTRAL] Did I get a call?
[AGENT][NEUTRAL] A confirmation.
[CUSTOMER][NEUTRAL] I don't remember.
[AGENT][NEUTRAL] OK, so I'm looking and I'm showing the last reported claim for yourself on this policy was in June so I would resubmit it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And make sure, make sure you get that confirmation number because when it comes through to us.
[AGENT][POSITIVE] That's how you know we got it is because we'll send you a confirmation.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I was calling to make sure I got it right. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll resubmit it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You're welcome. You have a blessed day and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] You too.