AccountId: 011433970860
ContactId: 7e020cd7-c39f-4d86-91ca-efca86a45f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147500 ms
Total Talk Time (AGENT): 48539 ms
Total Talk Time (CUSTOMER): 79532 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7e020cd7-c39f-4d86-91ca-efca86a45f7f_20250414T15:47_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] On that.
[CUSTOMER][NEUTRAL] Yes, hi, my [PII], and I was calling in reference to um a claim I sent in for cancer benefit for my husband and I sent it in.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][POSITIVE] Go ahead, I apologize.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I sent it in it's, it's been a while ago, maybe, uh, a month or half or so, well, they requested, um, a physician statement, so I sent that in on [PII], and I'm just trying to find out the status of the claim.
[AGENT][POSITIVE] Ms. [PII], it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you have your policy number available?
[CUSTOMER][POSITIVE] Um, just a second, I'll get it for you.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] It's 1415882.
[AGENT][POSITIVE] Thank you. Sounds like you've got some good help this morning.
[CUSTOMER][NEUTRAL] Yes, that's.
[AGENT][NEUTRAL] That's precious self, isn't it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Miss [PII], do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] All right, thank you. And Miss [PII], I'm showing that we did receive that claim on [PII]. It is still in line to be processed. It has not been processed yet.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, alright, and it doesn't have a time limit on how long it takes.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Alright, well that's what I was trying to find out.
[AGENT][POSITIVE] Well, it's been my pleasure to assist you and I hope you and your little helper have a wonderful day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you. Uh-huh, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.