AccountId: 011433970860
ContactId: c1c83d52-2ef6-498a-8578-22a239859828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60990 ms
Total Talk Time (AGENT): 29302 ms
Total Talk Time (CUSTOMER): 28169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c1c83d52-2ef6-498a-8578-22a239859828_20250530T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII] with APL. How can I help today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], and I was just checking to see what the claim turnaround time is for completion.
[AGENT][NEUTRAL] Usually, uh, depending on the type of claim, we ask for a minimum of 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. All right. I filed on [PII] and those were, it was a wellness claim.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So and um I did it on the online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's only been 5.
[AGENT][NEUTRAL] Yeah, and Monday was a holiday. Nobody was in the office working Monday, so it would just be 4 at this point, so I would just give it a little bit more time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got you. Thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] OK.