AccountId: 011433970860
ContactId: 9cdeef49-57bb-49d4-b015-33cefdbbdeba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186110 ms
Total Talk Time (AGENT): 89322 ms
Total Talk Time (CUSTOMER): 78109 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/9cdeef49-57bb-49d4-b015-33cefdbbdeba_20250117T22:08_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] Uh hey, and how are you? I was, uh, checking on a claim that I had submitted.
[AGENT][POSITIVE] OK, I can help you with your claim. And I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I am OK.
[AGENT][NEUTRAL] OK, and may I have your name and your contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I I give uh let me I could give it to you.
[CUSTOMER][NEUTRAL] Uh, where is she, um, what is it?
[CUSTOMER][NEUTRAL] I don't know what it is. Is it 1836605? I think that's it.
[AGENT][NEUTRAL] 183. Can you say that one more time?
[CUSTOMER][NEUTRAL] 1836605
[AGENT][NEUTRAL] OK, it might be, hold on one moment. It looks like it.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Yes, that's correct. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII]. Email address is [PII] I believe.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, and thank you so much for verifying your information. And what questions did you have in reference to your claim? Would it be the most recent one?
[CUSTOMER][NEUTRAL] Yes, ma'am. It was a wellness one. I did it online. The signature part kept acting really strange and weird, but I tried my best to put a signature in, so I didn't know, but I don't want that to like mess up and or delay anything.
[AGENT][NEUTRAL] OK, um, I do see that we received everything on the [PII]. Um, it is in processing, so I can't see the paperwork that was in, but if there is anything missing or incorrect or needs to be um edited, they're going to reach out to you and let you know and then continue processing the claim once it's whatever is needed is completed.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Oh, so they'll call me, OK, they'll call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't know if it'll be a call. They may, um, sometimes they do call, it might just be, um, through the mail with your explanation of benefits or online you have online so you said you, yeah, so you submitted it online, so it'll be on your online service center first because it links with our system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, you said it's in process right now. OK.
[AGENT][NEUTRAL] So, it usually takes about 7 to, we usually say 7 to 10 business days from the day we receive it um for it to be completed and back to you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alrighty sounds good well thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a great day and a good weekend.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.