AccountId: 011433970860
ContactId: 6b5464a4-17ee-4ff7-9677-20aeebb71b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165020 ms
Total Talk Time (AGENT): 62463 ms
Total Talk Time (CUSTOMER): 81848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6b5464a4-17ee-4ff7-9677-20aeebb71b3a_20250122T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I'm well thanks so I need to submit a claim but not really sure how to um.
[CUSTOMER][NEGATIVE] So I'm a little confused. I'm on your website, but it doesn't really help me much.
[AGENT][NEUTRAL] OK. Are you the broker, insured, or the provider?
[CUSTOMER][NEUTRAL] The insured
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] And may I please have your policy number?
[CUSTOMER][NEUTRAL] 025867552
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And [PII], I do need to verify your date of birth and mailing address please.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you, and it does like we have an email address. Could you verify that to make sure it's correct as well?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. You're trying to submit a claim via our secured portal, mail or fax.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] Uh, I'm on the portal, so it would be this easy that. The problem I have is that.
[CUSTOMER][NEUTRAL] I go on to my
[CUSTOMER][NEGATIVE] For my insurance company and it's still in review so I can't even pull up the claim. I don't even know how to like how would that one go about doing this? This has been since the [PII].
[AGENT][NEUTRAL] OK, so your primary insurance, you're having an issue with getting the documentation?
[CUSTOMER][NEUTRAL] Well I mean I go on their website and it says in reviews so I can't see anything past that.
[AGENT][NEUTRAL] OK, so that means that your primary insurance hadn't processed that claim as of yet.
[CUSTOMER][NEUTRAL] So I can't process gap until that's done?
[AGENT][NEUTRAL] Yes, we have to have the primary information in order for us to do anything.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Great, so I show that 3000 on the [PII] and I just gotta wait. And what's the turnaround time for y'all to pay a claim?
[AGENT][NEUTRAL] Once we receive the documentation, it takes up to 10 to 15 business days.
[CUSTOMER][NEUTRAL] Got it. OK, so I'm probably gonna be late on all this stuff, understood.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK then we'll wait for them. No, it's OK. I just need to understand it. I'm good. I just need to just understand it that's all.
[AGENT][POSITIVE] I do apologize for that. OK, is there.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today [PII]?
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][POSITIVE] I am good for the moment thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a good day bye.