AccountId: 011433970860
ContactId: 71c84b3a-89cb-4574-8dab-3741dbb1bd5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253759 ms
Total Talk Time (AGENT): 118646 ms
Total Talk Time (CUSTOMER): 74589 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/71c84b3a-89cb-4574-8dab-3741dbb1bd5a_20250307T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I want to check on the status of my claim, please.
[AGENT][NEUTRAL] Sure I can check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, your last name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 1,070,980.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, so I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is uh [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Got it. OK, thank you so much for verifying that information um now with this claim for you or was this for a different member?
[CUSTOMER][NEUTRAL] It's for my son.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm sorry, was it uh [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, and so is um, is it Bo, is he available that I could speak with him as he is the policy holder?
[CUSTOMER][NEUTRAL] No, he's not here. He's, he's at work right now. This is his wife. I always call for him there's never an issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] I mean I have a date of service. I just, I have a date of service. I just want to see if you guys received the claim that's all I wanna know.
[AGENT][NEUTRAL] Let's see, what was that date of service, [PII]?
[CUSTOMER][NEUTRAL] The date of, thank you, I'm sorry. I don't mean to be short with you. It's just that it's so hard to get a hold of him. He's never around.
[AGENT][NEUTRAL] No, that's OK we've, no, no, we, we've recently been going through some like harder, um, yes, and so for that I'm gonna go ahead and mention, um, I, when you're able to or when he's able to have him fill out a third party authorization form for you so that you do have access to all of this information, uh, regardless of whether or not he's available to speak to.
[CUSTOMER][POSITIVE] OK, perfect. The date of service for [PII] is [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I am not showing that we have received that.
[CUSTOMER][NEUTRAL] Mm, OK, [PII], what day of the week is [PII]?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It was last Wednesday.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, I mailed it out on the [PII]. I guess it could take a while, right?
[AGENT][NEUTRAL] OK, you mailed it. Yes, I would say, um, I generally give it about 2 weeks at the most just because I feel like postal service can be a little bit unpredictable, so I would say um.
[AGENT][NEUTRAL] Yeah, I'd say call back maybe about next uh Wednesday. I mean you can call before then if you want to just to check, um, but I would say [PII].
[CUSTOMER][NEUTRAL] OK, so you have not received it, right?
[AGENT][NEUTRAL] Is that the
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, no problem. No, that's OK. I'll I'll follow up another time just wanna make sure.
[AGENT][NEUTRAL] Of course, OK, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it for today thank you.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.