AccountId: 011433970860
ContactId: 7e6819d0-720f-4a25-b5ed-7d925205bfd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144160 ms
Total Talk Time (AGENT): 76176 ms
Total Talk Time (CUSTOMER): 61152 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7e6819d0-720f-4a25-b5ed-7d925205bfd6_20250421T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Doing well [PII] thank you how are you?
[CUSTOMER][NEUTRAL] I'm OK. I have an insured on the other line who's kind of upset because their claim has been pending with Doctor [PII] for a while. There's no turnaround time for that, right? I
[AGENT][NEUTRAL] There's not, I mean, I don't know who the claim is pending with you may check with whoever has it pended to see if there's an update, but as far as I know there is no turnaround. It's just a matter of when it gets reviewed and the determination is made correct.
[CUSTOMER][NEUTRAL] Like when he's done? OK.
[CUSTOMER][NEUTRAL] When he's done.
[CUSTOMER][NEUTRAL] OK, that's what I thought. She, uh, I mean, it's been a while, but I just told her, um she asked me if there was anybody else that I can check with her that could give an update. And I'm like, well, let me see, I don't think it'll change anything, but let me see.
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] Who's the claim pending with, do you know? What's the policy number?
[CUSTOMER][NEUTRAL] Um, hold on, let me get out the notes. Um, policy number is 1415882.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it might be the J.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see um.
[AGENT][NEUTRAL] DB yeah it's the hay.
[AGENT][NEUTRAL] You can maybe send a message to her and ask her if there is any update or unknown uh ETA a one no decision um I mean other than that there's really nothing we can tell them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEGATIVE] Because if it, yeah, unfortunately.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] It's OK. I think she just wanted to know that I tried more than just telling her.
[AGENT][NEUTRAL] Right, right, um, and I, I mean I would just tell her you can send a message to the um.
[CUSTOMER][NEUTRAL] We'd also uh
[AGENT][NEUTRAL] To the adjuster to ask, you know, to inquire, but at this point we just have to wait for that determination to come back.
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][POSITIVE] You're welcome. I hope I was some help.
[CUSTOMER][NEUTRAL] You were. I, I mean, you were confirming for me. She, she might not want to hear it, but I'm gonna have to smooth it off.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] If you need anything else let me know, [PII]. You too.
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye bye.