AccountId: 011433970860
ContactId: 766d0a6e-eb2b-4e25-9c19-27228017e756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388649 ms
Total Talk Time (AGENT): 157531 ms
Total Talk Time (CUSTOMER): 109836 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/766d0a6e-eb2b-4e25-9c19-27228017e756_20250107T14:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I just uploaded supporting documents for a claim onto OSC and I was, uh, told to call you guys back once I did that just to make sure you can see the pictures because they're they were taken on my phone. I don't have a scanner.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to check that for you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I do, it's 244-2603.
[AGENT][NEUTRAL] Thank you. And your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and phone number and email, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It looks like we may have your work email address maybe.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] That's the one we have on file. Would you like for me to change it to your personal?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and what was that personal email?
[CUSTOMER][NEUTRAL] It's my first and last name, uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I have updated that for you and let me just get this pulled up real quick and see if I can view the document.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Take me just a second. I see 34 documents uploaded.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It does take a minute to pull the documents up, so bear with me just one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, it is taking a long minute. I think it's just cause it's.
[AGENT][NEUTRAL] Just in our system.
[CUSTOMER][NEUTRAL] And I think they're big. I had to submit one at a time because of the file size. That might be why it's taking a minute to upload. I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Medical center. Let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can read that one. Let me go back and check the next one.
[AGENT][POSITIVE] So far so good, of course I've only checked one, but so far so good.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Are you getting all that cold and ice and snow in [PII]?
[CUSTOMER][NEUTRAL] Uh, we're supposed to get some on Thursday, I think, um, some snow we're, we're just cold here, so nothing yet, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We're in [PII] and we may even in [PII].
[CUSTOMER][NEUTRAL] We'll get it. Where are you located? Oh OK.
[AGENT][NEUTRAL] And they're saying We Thursday and Friday maybe. That's big for us.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't get
[CUSTOMER][NEGATIVE] Oh yeah, you guys don't think so.
[AGENT][NEUTRAL] No, not often. I just hope it's not much ice.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we don't know how to drive in that stuff in [PII]. We're just like.
[AGENT][NEUTRAL] I stay home.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm the same way.
[AGENT][NEGATIVE] Like, don't even want to chance it.
[AGENT][POSITIVE] I've got one more to go, and they all appear to be legible, so.
[CUSTOMER][POSITIVE] Wonderful. So once you guys have everything you need, how long is the turnaround time typically?
[AGENT][NEUTRAL] Normally between 7 to 10 days it could be a few days either way, give or take, but you know once it's processed, it will have a claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if you are you signed up for the text messaging?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] If you are and you get a text message once it's processed, it could take up to 24 hours to be able to view online, but once it's processed, it will have a claim number.
[AGENT][NEUTRAL] And you can click on the claim number to view the claim decision.
[CUSTOMER][NEUTRAL] Oh, OK, great, yeah, I am signed up for text. I just looked at my notification settings, so.
[AGENT][NEUTRAL] Yeah, so, so if you get a text message, I mean it, it sends you that message the minutes is processed, but you may not be able to view it online until the next day.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] I've got my last one. I do want to check this one. I see a little bit of dark area on the bottom, so just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It looks so legible to me.
[CUSTOMER][POSITIVE] Oh wonderful alrighty well thanks for your help.
[AGENT][NEUTRAL] Shouldn't be a problem.
[AGENT][POSITIVE] It's been my pleasure, Miss [PII], to assist you and I hope you stay warm and please call us if you can be of further assistance, OK?
[CUSTOMER][POSITIVE] Alright, you stay warm too. Thank you so much have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.