AccountId: 011433970860
ContactId: b6db2b6a-7b90-4c81-a075-61e7f211a3e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257279 ms
Total Talk Time (AGENT): 109632 ms
Total Talk Time (CUSTOMER): 64367 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/2025/06/23/b6db2b6a-7b90-4c81-a075-61e7f211a3e6_20250623T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm gonna check, I'm, I'm trying to check on my claim that I, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Put in, um.
[AGENT][POSITIVE] OK, I'm happy to check on your claim. Do you by chance have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Uh, hold on just a second. I just clicked off of.
[CUSTOMER][NEGATIVE] The computer and now it's buffering.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, C01.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 836.
[AGENT][NEUTRAL] Do you by chance have the claim number that when it was submitted or no?
[CUSTOMER][NEUTRAL] Oh, I did not have that with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was for [PII].
[AGENT][NEUTRAL] And then what is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then if you could just verify with me also please the address that we should have on file.
[CUSTOMER][NEUTRAL] OK, you should have [PII].
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Was the claim under your name or was it under? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it would be under my name.
[AGENT][NEUTRAL] When did you submit the claim to us, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Did you send it in the mail or was it faxed or?
[CUSTOMER][NEUTRAL] No, I I uploaded it through APL.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] So it looks like it's still showing in progress. It doesn't show like anything has been um decided yet on it, so.
[CUSTOMER][NEUTRAL] OK, so how long does that usually take?
[AGENT][NEUTRAL] Usually they ask for about 7 to 10 business days, but if it's submitted on the [PII], let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] So today would be the 6th business day. Um, there were some people out of office on the [PII].
[AGENT][NEGATIVE] Um, and so that wasn't a normal working day, unfortunately.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so it looks like right now we're at like 6 business days because we don't have people that work on the weekends either.
[CUSTOMER][NEUTRAL] OK, so probably I'll hear something next week.
[AGENT][POSITIVE] I feel like you should hear something by the end of this week, honestly, um, since we've had it. Yeah, so if you wanna call and check back, we're always happy to, to check on it for you if you'd like, but yeah, hopefully something this week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, but they did say that if there was something lacking that y'all would call me.
[AGENT][NEUTRAL] Yeah, so if we need anything additional that'll be notated and then we can always advise if there was something else additional needed what that was absolutely.
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[AGENT][POSITIVE] You're welcome [PII]. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.