AccountId: 011433970860
ContactId: abb25763-2480-4fc2-a0fa-0b78440f5a83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264850 ms
Total Talk Time (AGENT): 121658 ms
Total Talk Time (CUSTOMER): 65982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/abb25763-2480-4fc2-a0fa-0b78440f5a83_20250303T20:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I, um, send a claim in on last Thursday. I, I don't know where you, where you at with it. This is Mr. [PII].
[AGENT][NEUTRAL] OK, um, I can check on it, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the patient's policy number?
[CUSTOMER][NEGATIVE] Oh, I don't, I don't have what we have to have.
[AGENT][NEUTRAL] Oh, what is your policy number? I'm sorry. You don't have the number? OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your address, Mr. [PII], Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And I need your date of birth and email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] [PII]'s email address now.
[CUSTOMER][NEUTRAL] I gotta write the email address down. I can't remember how.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh OK, thank you. All right, let's see, and this is for.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is this for your um hospital indemnity plan or is it for your accident?
[CUSTOMER][NEUTRAL] No, it's for uh disability.
[AGENT][NEUTRAL] Disability. Oh, OK, let me see if I got that.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, OK. So, um, it looks like we received the paperwork on [PII].
[AGENT][NEUTRAL] And it takes 7 to 10 business days for a processor to process the claim, so it's 7 to 10 business days.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it has not been processed yet, still in line.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, so be able to talk about it next week sometime?
[AGENT][NEUTRAL] Uh, let's see, let me look at the calendar really quick. OK, one moment.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII]. Yeah, around, I will say the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yeah. Yes.
[CUSTOMER][NEUTRAL] And, and you, you, you sent to my email or call me.
[AGENT][NEUTRAL] If you have a registered to to get that um text message indicating that it's gonna be processed, um you will receive a text message saying that it's processed. Um, if you did not register for that, um, you can check online around that time and you should be able to see if the claim was processed or you can call us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, thank you. Who I'm talking to? What, what extension?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, we don't, we don't have extension number. My name is [PII]
[CUSTOMER][NEUTRAL] [PII] so.
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thank, thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right bye.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK