AccountId: 011433970860
ContactId: add337c8-89d7-4dbd-a5d7-d01a8e7ad98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214339 ms
Total Talk Time (AGENT): 65721 ms
Total Talk Time (CUSTOMER): 67613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/add337c8-89d7-4dbd-a5d7-d01a8e7ad98d_20250415T18:57_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling um
[CUSTOMER][NEUTRAL] I'm calling to find out um what's going on with my accident claim.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I do. 254-585-1.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Sure it's [PII] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just seeing a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. Is the claim for yourself?
[CUSTOMER][NEUTRAL] Mm, no, for my husband, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And what data service was that for?
[CUSTOMER][NEUTRAL] Yeah, but no. Um, last week sometime, um, he had surgery on the [PII].
[CUSTOMER][NEUTRAL] On the [PII] or the [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, it looks like we got a claim that's in processing currently.
[AGENT][NEUTRAL] Um, that was received [PII].
[AGENT][NEUTRAL] Um, it looks like
[CUSTOMER][NEUTRAL] Mhm. But it was sup it was supplemental documents to that.
[AGENT][NEUTRAL] OK, there was a, you sent additional documents, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It looks like we had received a claim from, it was for [PII] and then had some April.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, sorry, excuse me.
[AGENT][NEUTRAL] OK, let me see what's
[AGENT][NEUTRAL] OK, so it looks like we did receive the additional information and that's being reviewed right now and in process.
[CUSTOMER][NEUTRAL] OK. So how long does that normally take?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] The 4:10.
[AGENT][NEUTRAL] Uh, typically takes about 7 working days or so. So it looks like we got it 4:10, so should be a few more working days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh, right, so they are looking at it because I just saw receipts. I didn't see they were processing it.
[AGENT][NEUTRAL] Yes, they are reviewing it.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a good day.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye-bye.