AccountId: 011433970860
ContactId: 7aa75e8c-ec10-4abe-bfd5-6be1f658b3cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151110 ms
Total Talk Time (AGENT): 82220 ms
Total Talk Time (CUSTOMER): 49633 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/7aa75e8c-ec10-4abe-bfd5-6be1f658b3cd_20250110T18:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, my doctor submitted like their, the, the physician's statement yesterday, and it hasn't shown up on like the online thing yet.
[CUSTOMER][NEUTRAL] So I just wanted to you guys received that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK, can I get your name and your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and then [PII].
[AGENT][NEUTRAL] OK, [PII], um, and I'll look for that, um, if we got anything yesterday on your claim, um, site. What is your uh policy number, please?
[CUSTOMER][NEUTRAL] 242-763-1
[AGENT][NEUTRAL] OK, let me pull that in.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it's [PII] phone number [PII] and then my email is [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate that. OK, so do you know how they submitted it? Did they send it by uh fax or did they send it?
[AGENT][NEUTRAL] By mail.
[CUSTOMER][NEUTRAL] She faxed it.
[AGENT][NEUTRAL] OK, I'm not showing that it has pulled up yet, um, that we have received it yet. Now, you gotta give it uh at least 48 hours after they fax in something so that we can pull it up and add it to your policy. And then.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Then no.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So it'll be I would wait maybe call on Monday and see if we have it then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that sounds good then thank you.
[AGENT][POSITIVE] Uh, you're so welcome, Ms. [PII]. You have a blessed weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mm