AccountId: 011433970860
ContactId: d188495d-a334-4efb-8db1-15617ec61837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176399 ms
Total Talk Time (AGENT): 49354 ms
Total Talk Time (CUSTOMER): 59456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/d188495d-a334-4efb-8db1-15617ec61837_20250612T19:40_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling, um, I've got a, a claim that's pending.
[CUSTOMER][NEUTRAL] And I wanted to see, um, just wondering what the hold up was or if there's anything that y'all are waiting on for me that I could speed the process up.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I do.
[CUSTOMER][NEUTRAL] Policy number 2291881.
[AGENT][NEUTRAL] OK, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can you verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number, Mr. [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the claim was for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, did you submit it in June? Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, looks like we've received it and it's currently in processing. Um, let me see.
[AGENT][NEUTRAL] Yeah, so we have received it and it's being reviewed by our claims department for processing.
[AGENT][NEUTRAL] Uh, we received it on [PII], usually takes about seven working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure that y'all weren't waiting on uh something from a doctor or something for me that I could help speed up the process.
[AGENT][NEUTRAL] Uh, now, it looks like it's currently in processing, so, um, if there's anything missing, it, it, like I said, it takes about 7 working days and then we, you can call back for claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well that's all I know. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] All right, you too. Bye bye.
[AGENT][POSITIVE] Thank you.