AccountId: 011433970860
ContactId: 9b98c7c5-9d34-4846-af00-5f61c825ecb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150460 ms
Total Talk Time (AGENT): 74885 ms
Total Talk Time (CUSTOMER): 43317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/9b98c7c5-9d34-4846-af00-5f61c825ecb6_20250528T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII]. I was calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, Mr. [PII], I'll be more than happy to help you with your claim, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And your policy number?
[CUSTOMER][NEUTRAL] It's 256-603-0.
[AGENT][NEUTRAL] 256-603-0.
[CUSTOMER][NEUTRAL] Yes, 2,566,030.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]. mailing address [PII], and what was the other one?
[CUSTOMER][NEUTRAL] Oh date of birth, [PII].
[AGENT][NEUTRAL] Your email.
[CUSTOMER][NEUTRAL] Uh, email [PII].
[AGENT][POSITIVE] Thank you for that and all the
[CUSTOMER][NEUTRAL] Uh date of birth is
[AGENT][NEUTRAL] All the information provided is a verification of benefits, not a guarantee of payment. And um would it be the claims that were received on [PII] that you're checking on?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, so they have been received through the online service center. Um, they are currently in processing. So we did receive it on the [PII] and then it's a 7 to 10 or 7 to 15 day, I'm sorry, turnaround time from the day we received it.
[CUSTOMER][NEUTRAL] So call back about Monday or Tuesday.
[AGENT][NEUTRAL] Um, 567.
[AGENT][NEUTRAL] I mean, that's exactly 7 days. Uh, it's 7 to 15, so hold on one second.
[AGENT][NEUTRAL] 15 business days would be [PII], um, but I mean, you're free to call as, as, as many times as you'd like to check on the claim.
[CUSTOMER][NEUTRAL] OK, I just went to [PII] and then I check your portal see too. I forgot about it. I it's our portal. I can check that too.
[AGENT][NEUTRAL] Oh, yes sir, the portal too.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, thanks so much for calling APL. I hope you have a good day.