AccountId: 011433970860
ContactId: a14bd91c-65b1-4c49-8219-0a50849ffd33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268859 ms
Total Talk Time (AGENT): 84172 ms
Total Talk Time (CUSTOMER): 42059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a14bd91c-65b1-4c49-8219-0a50849ffd33_20250618T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling to check on a claim that I mailed in a few weeks ago.
[AGENT][POSITIVE] OK. Happy to check on a claim. Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] No ma'am, I have my social.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Give me just one moment please while I pull this up here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize, sir. My system timed out. I need to log out, log back in. It'll take me just another moment here.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Let me try by your name because it keeps timing out with the social. What is your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] First name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then Mr. [PII], what state do you live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And which policy was the claim filed on, sir?
[CUSTOMER][NEUTRAL] Accident
[AGENT][NEUTRAL] The accident, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show that we received the claim. It's showing that it was reported on [PII]. That was the day that it was uploaded, so that was Monday and it, yeah, it is still in progress, so nothing has been decided on it yet unfortunately, um.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[AGENT][POSITIVE] I would, I would give it.
[CUSTOMER][NEUTRAL] I over overnighted that several weeks, about a couple weeks ago.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because I paid $16 and something to get it overnighted.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Well, y'all just
[CUSTOMER][NEUTRAL] Well, y'all may be behind or something. I don't know.
[CUSTOMER][NEUTRAL] OK, so give it how how long should I give it?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give it till at least Monday, um, because we generally ask for 5 to 7 days, business days for a claim to be processed. Um, you can of course check on Friday if you'd like, but with it showing an uploaded or reported date of Monday, there may not be anything by Friday.
[CUSTOMER][POSITIVE] OK, I, I'll, I'll check in next week. OK, alright, well thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] My pleasure. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.