AccountId: 011433970860
ContactId: 6c7905e1-66bf-4d8b-9c3b-8840f27a47d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169000 ms
Total Talk Time (AGENT): 72732 ms
Total Talk Time (CUSTOMER): 54619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6c7905e1-66bf-4d8b-9c3b-8840f27a47d1_20241230T19:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a question about the status of my claim.
[AGENT][NEUTRAL] OK, I can help you with your claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 1381851.
[AGENT][POSITIVE] OK, hold on one moment, thank you for that.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII]. And the email is [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look at your claim, hold on one moment.
[AGENT][NEUTRAL] So it looks like there was a claim that was received, well, there's two, there's one we received on [PII] that finished processing, but we just received another one on [PII]. Are you calling for the one on the [PII]?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] 26. OK, well, that one is still in processing. Um, it takes about 7 to 10 to 10 business days for a claim to process, but we just got this um on last Thursday.
[CUSTOMER][NEUTRAL] OK, um, I just wanted to make sure there's nothing else I had to give or anything like that. Um, if, if my policy is over on [PII], will I still be able to access my account and, and will the same the claim still go through?
[AGENT][NEUTRAL] Yes, as long as the policy was active on the data service, um, you can, the claim will go ahead and process as regular, um, so you're fine as far as accessing and being able to file claims.
[CUSTOMER][POSITIVE] OK, got it. Alright, uh thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL and I hope you have a happy [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.