AccountId: 011433970860
ContactId: 8ae0ca85-d9fd-4921-b8a1-7f3bf869c87d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123879 ms
Total Talk Time (AGENT): 44590 ms
Total Talk Time (CUSTOMER): 56099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/8ae0ca85-d9fd-4921-b8a1-7f3bf869c87d_20250528T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, I wanted to see, um, I filed a claim last week and it still just says received so I wanted to see if everything was OK if there's something else y'all are needing.
[AGENT][NEUTRAL] OK. Uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Looking for it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2010635
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let's see, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I just show the claim has been received on the [PII] and then it's in line for processing, so it hasn't been processed yet.
[CUSTOMER][NEUTRAL] No, the one that I'm referring, the one I'm referring to was sent on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one on the [PII], those are, those are just wellness claims.
[AGENT][NEUTRAL] And the one on the [PII] I'm showing is still in line for processing. Usually it can take 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I just wondered how long it usually took.
[AGENT][NEUTRAL] Uh, yes, ma'am. Usually about 7 to 10 business days.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.