AccountId: 011433970860
ContactId: cb2a4b3a-c17c-48bf-a68e-1914f6884484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75730 ms
Total Talk Time (AGENT): 25591 ms
Total Talk Time (CUSTOMER): 31215 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cb2a4b3a-c17c-48bf-a68e-1914f6884484_20250620T19:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm just calling to see um what it generally like what's the timeline generally for when you do like a wellness claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like the turnaround time?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so it's usually 7 to 10 business days from the day we received the claim.
[CUSTOMER][NEUTRAL] Oh, OK, alrighty.
[AGENT][NEUTRAL] All right, well, um, just so that I can note your policy, may I have your name and a good contact number and your policy number?
[CUSTOMER][NEUTRAL] Uh, my name's [PII] and.
[CUSTOMER][NEUTRAL] Um, policy number is C1003779.
[CUSTOMER][NEUTRAL] Good contact number is [PII].
[AGENT][POSITIVE] Thank you for that. And was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.