AccountId: 011433970860
ContactId: 96d492e8-ceb4-4ef1-ae52-ce1fa7857f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373390 ms
Total Talk Time (AGENT): 167002 ms
Total Talk Time (CUSTOMER): 178684 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/96d492e8-ceb4-4ef1-ae52-ce1fa7857f45_20250314T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and my call is about a claim that I have uh put in the system.
[AGENT][POSITIVE] Well it would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] OK. My first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and my last name is [PII].
[AGENT][NEUTRAL] All right, thank you. And Mr. [PII], what is the callback number in case we get disconnected please?
[CUSTOMER][NEUTRAL] OK, you can confirm me at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Moment, the policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is 186-7130.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Can you verify your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you and then finally your email and phone number please.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] It looks like we have your work email on file. Do we need to update that to your personal email?
[CUSTOMER][NEUTRAL] Mm, no. OK. The job is [PII].
[AGENT][NEUTRAL] All right. And what is that phone number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] If not, [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] All right, Mr. [PII], I do have your policy pulled up and you're wanting to um
[AGENT][NEUTRAL] Asking the information regarding claims.
[CUSTOMER][NEUTRAL] Yeah, the, the claim uh which number is 3573252, because they, they asked me for additional documentation that I have submitted.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do see that we received additional documentation on [PII].
[AGENT][NEUTRAL] That you uploaded on your policy and that is in line to be processed. It's not been processed yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I do see you have that portal um active portal.
[AGENT][NEUTRAL] If you're looking online you can see an open document number that we did receive documentation once it's processed it will have a claim number and you can actually click on that claim number to view the claim decision.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Have, have you signed up for the text messaging yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, online there's an option for text messaging services that will notify you once we've received the claim and once it's processed and it'll give you a claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, how can I set it up?
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] You would just go online and should have a um text messaging option on your portal.
[CUSTOMER][NEUTRAL] I never said this is the thing so.
[CUSTOMER][NEUTRAL] If I go to the home page, right.
[AGENT][NEUTRAL] Right, if you're signed in.
[CUSTOMER][NEUTRAL] Uh, I'm finding now.
[AGENT][NEUTRAL] OK, and go on your um dashboard.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Dashboard.
[CUSTOMER][NEGATIVE] Well, when I go there, it, it's like it, it, it kicks me out.
[AGENT][NEUTRAL] It kicks you out.
[CUSTOMER][NEUTRAL] No, no, no, I, I, I, I, I, I get back to it because, you know, I see, I see policy contact info, notification preference, payment preference.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's it. Notification preference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have it. Text message notification preference. I have it. I, I have it except it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] So you should receive
[CUSTOMER][NEUTRAL] It is, it is already set.
[AGENT][NEUTRAL] OK. Did you not receive a text message regarding the claim received?
[CUSTOMER][NEUTRAL] No, I, I don't, I don't think, no, I don't think, no, I see when I go online, I see it is received, but the reason why I'm calling you is because the first time that I send it, it seems that it went faster.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] When, when I have the issue that because I didn't provide the itemize a, a, a, a receipt, everything went, went, went fast.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But when I provide what they want, it seems that it's going slow now. This is my concern.
[AGENT][NEUTRAL] I understand. Sure. So we do process claims in order that we receive them. It may be that we've received a lot of claims prior to receiving your additional information on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and they're gonna get to that just as soon as we can. That was just 3 days ago that we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem, ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then you should receive that text message once it's processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you very much.
[AGENT][POSITIVE] But you know, if you have any questions or concerns at any time, you don't hesitate to give us a call.
[CUSTOMER][POSITIVE] No problem ma'am, no problem, I will do that.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, Mr. [PII] with that claim information. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it's good it's all for today thank you for your time thank you for your help, ma'am bye bye.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] OK you too man bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.