AccountId: 011433970860
ContactId: 90f103c9-845a-445a-8b03-aa1b15cbaa0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267000 ms
Total Talk Time (AGENT): 138252 ms
Total Talk Time (CUSTOMER): 104630 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/90f103c9-845a-445a-8b03-aa1b15cbaa0a_20250516T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII], and um,
[CUSTOMER][NEUTRAL] I claimed and I wanted to know the status of my claim.
[AGENT][POSITIVE] Oh sure I can check on that claim for you. uh can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, she's, uh, I spoke, um, a couple days ago with one of the representatives, and she said she's gonna send me the new one, the card, but I have the old one. Is it OK to give you the old one?
[AGENT][POSITIVE] Oh, yes, I could still find you that way. That is perfectly fine.
[CUSTOMER][NEUTRAL] OK. It's the 01699840 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] All right, um, let me get your current one up.
[AGENT][NEUTRAL] And I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. It looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Uh it's uh my first name, [PII] Oh, I, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that [PII]. OK, so before we go any further, um, let me go ahead. I will, can I, um, email you a copy of your ID card? I can have one mailed to you as well, but that way you've got something in the meantime.
[CUSTOMER][NEUTRAL] Um, I'm sorry, I didn't get it.
[AGENT][NEUTRAL] I'm sorry, so your new ID card that has your updated policy number, um, I can email that to you if you'd like.
[CUSTOMER][NEUTRAL] Uh, but she said, uh, they're gonna send it to me by mail.
[AGENT][NEUTRAL] OK, yeah, OK, that's fine. I was just wondering if you'd like something in the meantime. Do you want me to at least give you the updated policy number? It's completely up to you.
[CUSTOMER][POSITIVE] Um, it's OK. Um, I will receive it and I will have it. Thank you.
[AGENT][NEUTRAL] OK, no problem. Alright, so I do see that we have received a claim from you, uh, [PII], so just a couple of days ago, so it was received and it is currently uh in line for processing, so it can take about 7 to 10 business days for claims to process, um, and then you know you can either keep an eye on the status on our website or you're more than welcome to give us a call and check on it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Thank you so much. Um, may I ask you, when it's approved, how long it's gonna take to receive the check?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, OK, so if you let's see, give me just a moment, so, um, for the check to be mailed it will be issued um as soon as it completes processing generally that day.
[AGENT][NEUTRAL] Um, and then of course how long it takes to get to you really depends on the postal service. I would say maybe about 2 weeks at the most, um, generally, uh, now going forward if you'd like, um, you can also set up direct deposit and do that, uh, that way, you know, of course if you would get the money directly into your account within a couple of days or so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK, thank you so much. I really appreciate it.
[AGENT][NEUTRAL] Yes, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I just wanted to know when it's gonna be approved and uh if it's on the process.
[AGENT][POSITIVE] I understand, of course. All right. Well, thanks for giving us a call, [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you so much. Have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye. You too.
[CUSTOMER][NEUTRAL] Bye.