AccountId: 011433970860
ContactId: 9d8af0a2-c1ff-4298-92e6-c325488b3708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261358 ms
Total Talk Time (AGENT): 95011 ms
Total Talk Time (CUSTOMER): 93095 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9d8af0a2-c1ff-4298-92e6-c325488b3708_20250625T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL speaking. May I help you?
[CUSTOMER][POSITIVE] Good hello, how are you today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Who am I speaking with?
[AGENT][NEUTRAL] Uh, my name is [PII] from APL.
[CUSTOMER][NEUTRAL] OK, hey [PII], my name is [PII], and I was calling because I filed a claim about 2 weeks ago and I, um, I did get a text saying that you all have received it, but I haven't heard anything else. I've been trying to log in on the website and and do that, but that's has not been a success for me, and I was just calling to see how, uh, what's the status of my claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, ma'am. Your name is again?
[CUSTOMER][NEUTRAL] [PII] Y.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that, uh, policy number, please?
[CUSTOMER][NEUTRAL] I don't have the policy number. I'm actually I'm driving.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address, and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment. What policy was it for? Was it for a cancer plan?
[CUSTOMER][NEUTRAL] It was a it was a cancer policy, yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, I'm showing that it's in line for, well, my line looks like it's been, or it's being processed.
[AGENT][NEUTRAL] Let me double check. Give me one moment.
[AGENT][NEUTRAL] Yeah it's.
[AGENT][NEUTRAL] Let me see, OK.
[AGENT][NEUTRAL] Uh, it, it looks like it's being processed and so claim status should be available tomorrow.
[CUSTOMER][NEUTRAL] OK, so that everything should be done by tomorrow.
[AGENT][NEUTRAL] Yes, ma'am. It looks like it's been assigned a claim number since it's been processed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What that means?
[AGENT][NEUTRAL] That is being processed as soon as the examiner gets a claim and starts processing it automatically um attach a claim number to it. So once it's processed, uh, like I said, hopefully she will receive the status of it tomorrow.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK. Do they have all like my router, all, all my stuff that was in there before it's still in there, like my routing number and all that stuff is in there, right?
[AGENT][NEUTRAL] Uh, yes, ma'am. I do show we do, uh, have your bank information for, um, bank draft, not bank draft, uh, direct deposit.
[CUSTOMER][NEUTRAL] It should be.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much. I was just trying to figure it out cause you, the system is so easy. It could be so easy. I can just click on there and boom boom, it'll be right there, you know, give me the, the play by play but for some reason.
[CUSTOMER][MIXED] It doesn't work like that for me. It may work like that for everybody else. It doesn't work like that for me. But thank you so much. You have a good day, OK?
[AGENT][POSITIVE] No, you're not alone. Yes, ma'am. Thank you for calling APL Ms. [PII]. No, you're not, you're not alone.
[CUSTOMER][NEUTRAL] Oh, I'm not alone.
[CUSTOMER][NEUTRAL] OK, alright. OK. Thank you. OK, bye-bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Bye.