AccountId: 011433970860
ContactId: b56ee06c-002f-40b3-b9ae-2c9990b9dab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143199 ms
Total Talk Time (AGENT): 53776 ms
Total Talk Time (CUSTOMER): 69677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b56ee06c-002f-40b3-b9ae-2c9990b9dab7_20250211T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eels [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]
[CUSTOMER][NEUTRAL] And I sent in a claim on my cancer policy for the lump sum.
[CUSTOMER][NEUTRAL] And I just was checking to see where, where we are, make sure you got it and.
[AGENT][NEUTRAL] OK, Mr. [PII], I can go ahead and help you with that. Can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your callback number?
[CUSTOMER][NEUTRAL] Oh yeah, mine is [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] 00639444 is what.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, do you have an email address you want to put on file?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you wanted to see if we received your claim?
[CUSTOMER][NEUTRAL] Right. I mailed it uh a little over 2 weeks ago, 3 weeks ago, maybe.
[AGENT][NEUTRAL] OK, I'm showing that we did receive a claim on [PII]. Um, it's pending from processing, um, and just to let you know for future reference you are able to check on status of claims on our website which is at [PII]. So we should be, um, processing claims that came in on the [PII] um within the next few business days.
[CUSTOMER][POSITIVE] Great. Uh, and I'm, I've had radiation, so I'll be, and I finished with that a few weeks ago, so I'll be sending in a claim on that, so, um.
[CUSTOMER][NEUTRAL] Just letting you know.
[AGENT][NEUTRAL] Alright, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That, that'll do it. I just, you know, the mail these days, I just wanna make sure it got over there.
[AGENT][NEUTRAL] Oh, that's no problem, Mr. [PII]. Um, yes, sir, we did receive it on the [PII].
[CUSTOMER][POSITIVE] OK, great. I look forward to hearing from you thanks.
[AGENT][POSITIVE] No problem. Well, thanks for calling APE have a wonderful day.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Uh-huh, bye.