AccountId: 011433970860
ContactId: 8b612e40-8403-40d0-a97f-b1c0ebcc86f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126540 ms
Total Talk Time (AGENT): 69428 ms
Total Talk Time (CUSTOMER): 41319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8b612e40-8403-40d0-a97f-b1c0ebcc86f1_20250401T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? Uh, my name is [PII]. My date of birth is [PII]. I'm calling regarding some claims information that I submitted, uh, I think, uh, last week. I just to see where I'm at in the process. I know I'm online, but just when I'll be see, when I, when my file will be reviewed.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Of course, yeah, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. My policy number is 2574819.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][POSITIVE] Alrighty, and just gonna verify some information really quick, [PII]. I appreciate you giving me your date of birth. Can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the uh email address we've got on file for you. Uh, looks like it's an Outlook account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you so much for verifying that information, [PII]. Alrighty, so let's see, I do see that some claim information we have received it and it is in line for processing so I'm showing that it was received [PII], and so it can take about 7 to 10 business days for claim information to complete processing.
[AGENT][POSITIVE] It may not take quite that long but that's probably going to be a safe bet so of course you can continue watching for the status on the website or you know you're more than welcome to give us a call uh to check on it whenever you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7 to 10.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.