AccountId: 011433970860
ContactId: c927f2be-9610-4928-9e41-b76e6ebfa096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264209 ms
Total Talk Time (AGENT): 122681 ms
Total Talk Time (CUSTOMER): 71102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c927f2be-9610-4928-9e41-b76e6ebfa096_20250213T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm checking on um.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Uh, a claim
[AGENT][NEUTRAL] OK, yeah, I could check a claim for you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, um, I could start choosing your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that information. Alright, so looks like you've got 4 policies with us, [PII]. Um, what policy is this, um, are we checking this claim for? Is your accident, cancer? Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, with the accident is one of them. That's the first one I put in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, take a look.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Do you remember when you uh filed these claims with us?
[CUSTOMER][NEUTRAL] Uh, couple of days ago.
[AGENT][NEUTRAL] Couple of days, OK. So I'm not seeing anything for the accident policy just yet. Let's see actually.
[AGENT][NEUTRAL] Was this, I guess I should ask, was this for you or was this for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's why. OK, there we are. So yes, I see that we've received uh several pieces of claim information for [PII] under the accident policy um they are in line for processing, but we did receive them.
[CUSTOMER][NEUTRAL] OK, so nothing has been processed yet.
[AGENT][POSITIVE] Correct, um, it can take about 7 to 10 business days for claim information to process. It doesn't usually take quite that long, um, but that's just kind of a safe.
[AGENT][NEUTRAL] That area.
[CUSTOMER][NEUTRAL] Now let me ask you something. How do I upload additional information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For claims that you've already filed?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can simply upload them um you can upload them whenever you'd like uh unless you'd rather wait to see uh specifically if we did need additional information and what that is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, now what about um I did a um
[CUSTOMER][NEUTRAL] A wellness claim as well.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you check those? Uh.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] Yes, give me just a moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And was that for you um or for [PII] was that with you?
[CUSTOMER][NEUTRAL] That's for [PII].
[AGENT][NEUTRAL] For [PII], OK.
[CUSTOMER][NEUTRAL] And I pay it like once a month.
[AGENT][NEUTRAL] OK, so yes, I see that under.
[AGENT][NEUTRAL] The cancer policy I see that we've received those as well and again same thing they're in line for processing.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh yeah, you're very welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. You have a good day.
[AGENT][POSITIVE] OK, yeah, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.