AccountId: 011433970860
ContactId: cafad604-a1a3-4a23-9698-5ad6a12e936c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183220 ms
Total Talk Time (AGENT): 101343 ms
Total Talk Time (CUSTOMER): 65638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cafad604-a1a3-4a23-9698-5ad6a12e936c_20250108T22:45_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], can I speak to somebody in the claims department?
[AGENT][NEUTRAL] Um, yeah, let me try to get you going real quick. Do you mind if I get your policy and do some verification for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, perfect. What's that policy number, my friend?
[CUSTOMER][NEUTRAL] 740
[CUSTOMER][NEUTRAL] 240.
[AGENT][POSITIVE] Wonderful, thank you. And would you be able to verify for me please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful, thank you so much and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Could you also go ahead and verify for me, please, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII], and if you could verify the email and phone number on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a [PII]
[AGENT][NEUTRAL] Thank you and is that phone number good to call you back if we were to get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK wonderful and then may I ask um what you're calling in regards to so I can just help get you to the right place?
[CUSTOMER][NEUTRAL] Um, yeah, I had some claims that were needing records back that I put it in November and I sent them, and I wanted to see if my, because I sent the records, if I have to go in the queue again, like the whole.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Couple day process or would they go ahead and look at the records that I sent?
[AGENT][NEUTRAL] OK, so I can see here that we received it looks like two things on the [PII] and one on the [PII], and they are in queue to be processed already, um, and they do, they do take them as they come in.
[AGENT][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Oh, so they won't go ahead and like go ahead and look at them because it my claim has been sitting there since November.
[AGENT][NEUTRAL] No, it'll just kind of go in the order that they come in so, yeah.
[CUSTOMER][NEUTRAL] Oh, got you.
[AGENT][NEGATIVE] But they are like definitely in queue to be processed like they're showing up in the system um.
[CUSTOMER][NEUTRAL] OK, no that's all I want.
[AGENT][POSITIVE] You know what I mean, so you're definitely a good chunk of the way there.
[CUSTOMER][NEUTRAL] Well, they were showing like that since November. The lady that I spoke with said, oh, they're in the queue, but yeah, they were pending for records.
[AGENT][NEUTRAL] November.
[AGENT][NEUTRAL] OK, yeah, but it looks like we just received the records, 2 of them on the [PII] and 1 on the [PII].
[CUSTOMER][NEUTRAL] I didn't make
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, so those ones have just come in, um, and they'll just once they get assigned to the claims that they belong to and are processed right now like they're just zeros they have no claim number, um, they'll start processing them from there so they're in Q to be processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Have a good night.
[AGENT][POSITIVE] Yeah, hey, it's my pleasure, Ms. [PII], and if there's anything else we can help you with, just give us a call and let us know, OK?
[CUSTOMER][NEUTRAL] Uh huh bye bye. Oh, and then bye bye.
[AGENT][NEUTRAL] Bye bye.