AccountId: 011433970860
ContactId: 883a49cb-b3b8-4d9e-a937-24278b658779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196190 ms
Total Talk Time (AGENT): 108861 ms
Total Talk Time (CUSTOMER): 45575 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/883a49cb-b3b8-4d9e-a937-24278b658779_20250113T22:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling EPL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, this is you on the why. I was trying to see um.
[CUSTOMER][NEUTRAL] How long is it gonna be before y'all process my claim for this month?
[AGENT][NEUTRAL] OK, yeah, um, I can take a, I can take a look at that for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I uploaded it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 02
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 000335
[AGENT][POSITIVE] Perfect, give me a moment to get that pulled on up for you, my friend.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. And could you also verify for me please your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Sorry, that next screen's just loading so slow. Would you lastly be able to verify for me just the email and phone number on file please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][POSITIVE] Thank you so much. Um, I do see that we received your claim and that
[AGENT][NEUTRAL] Um, we have it in queue to be processed.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Has not been processed yet, but I don't imagine it will be too much longer. Um, let me just look into something real fast for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so for, for these claims they say it averages about 7 business days, but I know that they really try to push through all of those claims that come in before the [PII], before the [PII] because that's when they like to put out payment uh for disability, um, so I, I'm hoping honestly that'll be done before the [PII], but it could take until the [PII] to process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yeah, because I know you mind going on the [PII] and I know it would be real good around the holidays. That's what I was trying to see that, OK.
[AGENT][POSITIVE] Yeah, I know that she like the lady who heads that department, she is, she works her butt off to try to get everything that comes through before the [PII] process so it can receive payment but um at the latest it could be the [PII] and you're so more than welcome to give us a call back um the [PII] or [PII] to check on in on that and we'd be happy to update you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure. Is there anything else I can help you with today, my friend?
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right well hey thank you so much for reaching out to us and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] No