AccountId: 011433970860
ContactId: 92cbecff-7762-4048-b960-4b682c0912f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273739 ms
Total Talk Time (AGENT): 134118 ms
Total Talk Time (CUSTOMER): 129114 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/92cbecff-7762-4048-b960-4b682c0912f4_20250114T22:54_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi. Um, I placed a claim and, uh, send in some additional documentation. And it's been almost 10 days. And uh we have, um, on our mail, we have a thing where it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] sends me an email, um, showing what's in my mailbox. And it showed that I was supposed to have received another uh piece of mail from y'all, and I haven't received it, so I'm kind of curious, do you need anything else from me or anything, uh, looking online, I, I don't see anything and I don't see any updates.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, you know, I'm kinda curious, kind of worried.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, I would love to help check on that for you.
[CUSTOMER][NEUTRAL] You know, so, um,
[CUSTOMER][NEUTRAL] OK, I've got my policy number. Uh, do you need that?
[AGENT][POSITIVE] Yes, I do that's perfect.
[CUSTOMER][NEUTRAL] OK, it's 025.
[CUSTOMER][NEUTRAL] 492-06
[AGENT][NEUTRAL] Alright, give me a moment to pull that one up for you, my friend, and would you be able to verify for me pretty please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. And while um I do just need to verify a couple other pieces of information, if you could verify your mailing address for me.
[CUSTOMER][NEUTRAL] Sure. It's [PII], and that's in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what, what else was there?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The last two things are just the email and the phone number if you can.
[CUSTOMER][NEUTRAL] OK. Um, it would be [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Perfect and that's a good number to call you back if we got disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Perfect, Ms. [PII], so I do see here where we received your documents on the [PII] and [PII] of um last it looks like last week, yeah, and so I'm seeing that but unfortunately I am showing that those have not been processed yet. They've been queued up to be processed but they haven't been.
[AGENT][NEUTRAL] Processed at the moment.
[CUSTOMER][NEUTRAL] OK, uh, is there a problem with them or?
[AGENT][NEUTRAL] No, I don't think so. Um.
[CUSTOMER][NEUTRAL] Cause it's
[AGENT][NEUTRAL] It just looks like they, they haven't been reviewed yet by the examiner, um, and sometimes it takes 7 to 10 business days, uh, for those to be reviewed. I imagine they should be, I mean, we're like hitting close to that, um, but they got them into the system on the [PII], so I would say, I mean, by Friday, they should be looked at at that point.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I would imagine.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. I was just curious. I was getting a little bit worried there. Um.
[AGENT][NEUTRAL] No, I understand, yeah.
[AGENT][NEUTRAL] Um, I do see that we received them though, so they are here, um, they are queued up to be processed, um, but they just haven't quite made it that far and I don't know if.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and you don't see anything that you need from me?
[AGENT][NEUTRAL] I don't know I don't see any notes saying that we're we're missing some information for them to proceed, um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Sorry Ms. [PII], I wish I could just be like, oh yeah, they're like processed and you're all set. I wish I had that information for you, but I know waiting's difficult and um but it hopefully really shouldn't be too much longer. If you don't see something come through online um for you by Friday, please give us a call back, OK?
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sure will alright thank you very much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for giving us a call and I really hope you have a wonderful week.
[CUSTOMER][POSITIVE] Oh you too thank you.
[AGENT][POSITIVE] My pleasure. Thank you, Ms. [PII]. You take care.
[CUSTOMER][NEUTRAL] Mhm. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.