AccountId: 011433970860
ContactId: 6b899515-402c-4364-b2a3-9171e1fc62c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206639 ms
Total Talk Time (AGENT): 115361 ms
Total Talk Time (CUSTOMER): 51242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/6b899515-402c-4364-b2a3-9171e1fc62c0_20250626T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was gonna call and check on the status of claim I did with y'all, man. That was it.
[AGENT][NEUTRAL] OK, I could check on that claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, uh, about, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is. Let me think, 256.
[CUSTOMER][NEUTRAL] 002566030.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] There we are, OK, and I'm just gonna verify some information really quick uh [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I'm sorry, the mailing address, your, uh, physical address.
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. Alright, uh, was this claim for you or was it for a different member under the policy, um, [PII]?
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] It was for you, OK, got you. OK, so I am showing here that we've received a couple pieces of claim information. Uh, one was on [PII], 1 was on the [PII], and they are currently in line for processing, so it can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long, but that's going to be the safe guess. So you are more than welcome to check that on our online portal or of course you can give us a call and check on that as well.
[CUSTOMER][NEUTRAL] No, me only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you, ma'am.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, so I call you after the [PII]?
[AGENT][NEUTRAL] Oh goodness, let's see, yeah, we're getting close there, aren't we? Let's see if that was [PII] was Monday.
[AGENT][NEUTRAL] I maybe just before then because I think that would be right at about 10 business days so if you maybe wanted to, of course you know you can always look on the online portal as well um but if you wanted to maybe give us a call back on um the 2nd or the 3rd just before and we'll see if it's uh completed by then.
[CUSTOMER][NEUTRAL] Oh, that's your question in order to keep this insurance, I'm no longer working, so I'm not, I'm just saying if I'm no longer, how much would it cost me?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, that, let's see, let me see.
[AGENT][NEUTRAL] So if you were to leave your employer and keeping this uh policy you mean?
[CUSTOMER][NEUTRAL] Just for me, not my wife.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] I've got that premium at $54.30.
[CUSTOMER][NEUTRAL] A month.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, then $54.30 a month. OK then. And that'd be like the same thing, covers everything the same way.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, it'd be the exact same policy, yes sir.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.