AccountId: 011433970860
ContactId: d3258876-e458-4d5d-870a-44b9de85c1d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149919 ms
Total Talk Time (AGENT): 48098 ms
Total Talk Time (CUSTOMER): 85270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d3258876-e458-4d5d-870a-44b9de85c1d3_20250122T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was just calling um in regards to um my status. I um uploaded some documents, um, I guess, mm, let me, let me look because I, I don't even remember the date that I uploaded the document. I probably should have, I probably should have looked at that before I actually made the phone call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, but anyway, I did, I uploaded some documents and it still says it's still in the received status. I'm just going to, um, look at the date when it was uploaded, um, does it even have a date?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There's a number here but there's no, there's no date. Let me see. I just turn this sideways so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it was uploaded on the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So, um, if it's still showing in progress, you'll just need to allow some more time. We generally ask
[CUSTOMER][NEUTRAL] No, it, it, it's uh, I'm sorry, it just says that it's received.
[CUSTOMER][NEUTRAL] It doesn't say it's in progress or anything.
[AGENT][NEUTRAL] But you haven't gotten any sort of denial response from it?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so generally.
[CUSTOMER][NEUTRAL] Can you, can you, can you look up?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, no, no, it's OK. Go ahead. I didn't mean to cut you off. I'm sorry.
[AGENT][NEUTRAL] I was just gonna say generally claims take 5 to 7 days to process and we were not in office on Monday so if it was reported on last Wednesday um we've just had the claim for 4 business days at this time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I understand. OK. All right. Well, I'll, I'll sit tight.
[AGENT][POSITIVE] Alright, not a problem. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a good day.