AccountId: 011433970860
ContactId: 7e93afaa-5d3f-4287-9c4c-050068999277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152600 ms
Total Talk Time (AGENT): 56716 ms
Total Talk Time (CUSTOMER): 53688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7e93afaa-5d3f-4287-9c4c-050068999277_20250620T13:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling to check on my claims.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] Um, I guess the C as in cat.
[CUSTOMER][NEUTRAL] 0965725
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, I can look you up by your social.
[CUSTOMER][NEUTRAL] OK, I gotta make, oh, here you go, here it goes. I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, no problem.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Let's see, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and mailing address is [PII].
[AGENT][NEUTRAL] OK. And please verify your email address.
[CUSTOMER][NEUTRAL] Uh [PII]. I'm sorry.
[AGENT][NEUTRAL] And please um let's see what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] I really can't remember. I submitted two of them on Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that there are 2 claims pending. We did receive them and I'm showing that they're um.
[AGENT][NEUTRAL] In process of being processed. Um, well, no one has started on them yet, but we have received them and they're pending.
[CUSTOMER][NEUTRAL] Oh, I thought it was like 2 to 3 days. So how long do you allow?
[AGENT][NEUTRAL] Um, 7 to 10 business days.
[CUSTOMER][NEUTRAL] 07 to 10. OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. All right, well.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, not at the moment.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.