AccountId: 011433970860
ContactId: aa1755fa-5489-43d9-86ad-b34bdb4355d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172360 ms
Total Talk Time (AGENT): 60580 ms
Total Talk Time (CUSTOMER): 77410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/aa1755fa-5489-43d9-86ad-b34bdb4355d5_20250214T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on a claim that I uploaded yesterday and the day before. It's one claim, but the documents I uploaded, uploaded two separate times.
[AGENT][NEUTRAL] OK and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number [PII]?
[CUSTOMER][NEUTRAL] 02473916
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Um, it's [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling about a couple of claims that you've uploaded which I show are
[CUSTOMER][NEUTRAL] Um, it's, yeah, go ahead, I'm sorry.
[AGENT][NEUTRAL] Mhm, yeah, I show one received on the [PII] and the other on the [PII], and so they're just waiting in line to be processed.
[CUSTOMER][NEUTRAL] OK, well, well, that's what I was trying to explain is the one that I uploaded on the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The, the documents that I uploaded after whatever day that was the [PII], I guess, uh, they're all together. It's like it all happened on the same day.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just
[AGENT][NEUTRAL] Yeah, yeah, what will happen.
[CUSTOMER][NEUTRAL] Additional documentation.
[AGENT][NEUTRAL] OK, what will happen is when they pull it they'll pull everything that's open or what that has not been processed and they'll review it all at the same time.
[CUSTOMER][NEUTRAL] OK, all right, um, do you know how long it usually takes? because I've had it before where I've uploaded it and then the next day it's processed and it's fine and then I've had them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, take a couple of days, so I just wasn't sure if there was missing something.
[AGENT][NEUTRAL] You know, our standard pro
[AGENT][NEUTRAL] Yeah, our standard processing time is 7 to 10, 7 to 10 days, um, and so, but of course it could be processed prior to that time, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, so
[CUSTOMER][POSITIVE] OK, all right. I just want to check, thank you.
[AGENT][NEUTRAL] OK. All right. Anything else, [PII], I can help with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.