AccountId: 011433970860
ContactId: a8c9ea92-78f2-4e10-b980-ba818f933d13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261040 ms
Total Talk Time (AGENT): 99239 ms
Total Talk Time (CUSTOMER): 139490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/a8c9ea92-78f2-4e10-b980-ba818f933d13_20250327T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was checking the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Policy number is 02509977.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEGATIVE] I had I had submitted a I submitted a claim and then when I called, uh, there was like showing up as pending and then it like disappeared. So I had previously called.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it looks like the same exact thing has happened again. This goes back a few weeks, so I was just checking to see every time I click on it, it just spins. I was told that it was gonna be appealed, but I don't know what's going on with it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. First, can we go ahead and verify your date of birth and your, you, well, actually your policy and then we'll look at that claim. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your.
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh my God. Here is the one, it's a lot of information to have to ask. OK, [PII]. My email address is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and if we get disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Mm. Yes, yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, let me see if I can find out anything about your claim.
[AGENT][NEUTRAL] OK, so it is in pending status, uh, because the appeal has been made and is awaiting committee decision.
[CUSTOMER][NEUTRAL] OK. So do you have any idea how long that takes?
[AGENT][NEUTRAL] It can take up to 15 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, because I originally sent this thing in on.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, and this
[CUSTOMER][NEUTRAL] And then I think I called on like the [PII], the [PII] or [PII], so, um, so I would go 15 days from the [PII] time.
[AGENT][NEUTRAL] So this status date is, looks like it was um put in the status on [PII], so it would be 15 days from, and that's the longest. It can take up to 15 days, um.
[CUSTOMER][NEUTRAL] I understood.
[AGENT][NEUTRAL] Starting from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. Well, I'll guess like, I'll continue to check. I mean, I just got a little concerned. Like I said, it showed up like that, you know, on the, like the [PII] or [PII], whenever it was that y'all had it, and then it just disappeared. And then, um, you know, nothing was really done until I called again. So I'll check again in like another uh how many days that's gonna be and um hopefully it'll get processed to see if there was anything you were needing or missing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, you can you can check in at any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty, I'll do that.
[AGENT][NEUTRAL] All right. Well,
[AGENT][NEUTRAL] All right, Ms. [PII], is there.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can help you with before we go.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.