AccountId: 011433970860
ContactId: cc36ce49-95c1-497e-84de-f88856829c75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124629 ms
Total Talk Time (AGENT): 71288 ms
Total Talk Time (CUSTOMER): 29391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/cc36ce49-95c1-497e-84de-f88856829c75_20250313T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to check on my claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 1553137.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Um, [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, and this is not a meddling plan.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] This looks like it's an accident policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're in a different queue and it's the claim for you?
[CUSTOMER][NEUTRAL] It's for my daughter [PII]
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] I'll try to assist you, one moment.
[AGENT][NEUTRAL] Just pulling up the information one moment.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And it looks like there was a claim received on [PII].
[AGENT][NEUTRAL] And it was 12 pages and it's in line for processing is that the one you're referencing to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, so yes, it has been received and it's in line for processing.
[CUSTOMER][NEUTRAL] OK, do you know like how long it normally takes for them to process them?
[AGENT][NEUTRAL] Normal turnaround is anywhere from 7 to 10 business days, but it doesn't necessarily take that long.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day.