AccountId: 011433970860
ContactId: 75ad7e72-e9df-4b4e-8b4e-db0e396eb2cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231750 ms
Total Talk Time (AGENT): 98017 ms
Total Talk Time (CUSTOMER): 93110 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/75ad7e72-e9df-4b4e-8b4e-db0e396eb2cd_20250102T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Uh, good morning. I'm calling, um,
[CUSTOMER][NEUTRAL] I'm try to um get an update in my claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My policy number is 2453.
[CUSTOMER][NEUTRAL] 236.
[AGENT][NEUTRAL] Thank you. And can you verify your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what about your current mailing address?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] If you will bear with me just one second, I'm checking on that claim status for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is a claim for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm checking and I'm showing that the claim is under medical review.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And once it's been reviewed for our from our medical director, it will be sent back to the examiner for further processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's fine. Thank you.
[AGENT][POSITIVE] And thank you for calling APO this is.
[CUSTOMER][NEUTRAL] So how long is, how long?
[CUSTOMER][NEUTRAL] How long um that will take?
[AGENT][NEUTRAL] It normally takes around 2 weeks for medical review. Now, we were out for [PII] and [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So it may take a little bit longer than.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2 weeks due to the holiday time.
[CUSTOMER][POSITIVE] Mhm. OK. Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's just been a long time since that the claim been back and forth, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now it's another, another thing.
[AGENT][NEUTRAL] Trying to get it processed.
[CUSTOMER][NEUTRAL] It's a medical review, it's just, he just.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's so much.
[CUSTOMER][NEUTRAL] Uh, with this company.
[AGENT][NEUTRAL] Yes, ma'am. Once it's reviewed by the medical director, he'll release it back to claims.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Yeah, because at the same time, it's like, uh, some of my help is some part of my medical situation has been
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Little, you know, more stuff adding to it, so anyway.
[AGENT][POSITIVE] Yes, ma'am. And I'm so sorry you're having to go through this.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Hopefully you'll get to feeling better though.
[CUSTOMER][POSITIVE] Yes, hopefully.
[AGENT][POSITIVE] Yes, ma'am. Hopefully, [PII] is gonna be a great year for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's fine. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.