AccountId: 011433970860
ContactId: 74ddbc7c-6ba5-438e-ae94-f602e518a346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229740 ms
Total Talk Time (AGENT): 89900 ms
Total Talk Time (CUSTOMER): 79699 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/74ddbc7c-6ba5-438e-ae94-f602e518a346_20250127T15:26_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I have a question about one of the claims that I've submitted.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims and you're calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] OK. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. What's a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, it's 022.
[CUSTOMER][NEUTRAL] 98545
[AGENT][NEUTRAL] OK. Thank you. And I need to verify the date of birth, mailing address and email address for security.
[CUSTOMER][NEUTRAL] Um, it's [PII] mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the date of service for that claim?
[CUSTOMER][NEUTRAL] I think [PII] maybe yeah [PII] [PII].
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] OK, well, we're getting ready to send the payment.
[AGENT][NEUTRAL] Being processed today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK I was just wondering because I got a letter in saying that you're waiting for like the employer because I don't think we have you all again this year and so that's why I was just wondering.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Oh OK, yeah, it looks like um.
[AGENT][NEUTRAL] Right now they're, they, they just, they're processing right now as we speak, so it is um there that they're working on it but they're ready to get send the payment out so more than likely the payment, it looks like you have direct deposit, so it's gonna go overnight and then it's gonna go be sent to the bank.
[CUSTOMER][NEUTRAL] No, that's fine um and then I do have one more question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, how long, so I actually have another one, that happened, I think like in September. Do you have an amount of time like to submit a claim or is it long gone past?
[AGENT][NEUTRAL] Now, to submit a claim, we do not have um um timely filing limits. We do not have timely filing limits. Um, now the time frame that you had the accident and to go and seek service and there is a time frame on that. But if it's just to submit the claim, there's no timely filing limit.
[CUSTOMER][NEUTRAL] No, that
[CUSTOMER][NEUTRAL] OK, because I am waiting for the bill to come in and I don't know what's taking them so long. OK, that's what I needed to know um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And then um I'll get that submitted as soon as I can.
[AGENT][POSITIVE] No worries. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII] and thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Yeah, that.
[CUSTOMER][NEUTRAL] Mm bye.