AccountId: 011433970860
ContactId: 77c7a45d-9cc5-427c-b75a-8278245a0f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271260 ms
Total Talk Time (AGENT): 113815 ms
Total Talk Time (CUSTOMER): 103285 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/77c7a45d-9cc5-427c-b75a-8278245a0f03_20250417T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. and um I was calling, um, I filed a claim, um, a cancer claim, uh, for my husband on [PII].
[CUSTOMER][NEUTRAL] And they requested more information so I sent that in on [PII], and I'm trying to check the status of the claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the status of a claim. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] 1415882
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], is [PII] available to give consent to talk about the claim with you, please?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, he's not here at the moment. Um, I called before and I didn't.
[CUSTOMER][NEUTRAL] Have to do that, but I can call him and put him on 3 way.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, absolutely, that'll work. You're welcome.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello? Hey.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Ma'am, are you there? OK, [PII]. Yeah. OK.
[AGENT][NEUTRAL] I am here.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I just, I'm doing well, sir. I, um, just needed to verify your information on the policy and get consent to speak with Ms. [PII] about your claim. Can I please get your date of birth, sir?
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Uh, [PII], and that'd be [PII]. It might be my number [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. I appreciate you taking time to do that for us. Is it OK if I speak with Ms. [PII] about your policy and your claim?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You have a blessed day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. OK, [PII], you can hang up.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate you doing that. OK, so you said that um they wanted additional information and you set that in on [PII], is that correct?
[CUSTOMER][NEUTRAL] Oh, uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, let me look at the claim real quick.
[AGENT][NEUTRAL] OK, I have a note on here that it's under review.
[AGENT][NEUTRAL] And it's in the review process at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so on the review is that there someone else is looking at it or whatever, however that goes.
[AGENT][POSITIVE] Yes. Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how long does that process usually take?
[AGENT][NEUTRAL] Uh, it can take 7 to 10 business days for them to review the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, thank you, mhm.
[AGENT][NEUTRAL] All right, well,
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.