AccountId: 011433970860
ContactId: d6797996-0df1-40aa-a881-191838891871
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286820 ms
Total Talk Time (AGENT): 106422 ms
Total Talk Time (CUSTOMER): 76157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d6797996-0df1-40aa-a881-191838891871_20250509T15:45_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, may I speak to [PII], please?
[AGENT][NEUTRAL] OK, um, may I ask who's calling, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], is she expecting your call?
[CUSTOMER][NEUTRAL] No, ma'am, I just need to talk to her about my claim. She's the one that is handling it.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't have the, the policy number here on the letter that you send me the last letter, I don't have it and I'm at work, so.
[AGENT][NEUTRAL] OK, what is your social and I can pull it up that way.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also gonna need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, uh, my address is [PII].
[CUSTOMER][NEUTRAL] And my, what else do you need? Phone number?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy.
[AGENT][NEUTRAL] And let me look real quick and see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do see some notes in here from Ms. [PII] on your policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It states that the cancer first occurrence benefit was released for medical review and the stroke first occurrence benefit is still under review and is pending.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you have any idea how much longer it's gonna take? Because I mean, we're doing this since last year.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't have a time frame on it. Once all the information is received, it does take 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we have to have all the information first and right now it's under review.
[CUSTOMER][NEUTRAL] And do you know what kind of information is still needed?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Look at Miss [PII]'s notes.
[AGENT][NEUTRAL] It just says that the stroke first occurrence benefit is still under review and is pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they're reviewing it.
[CUSTOMER][NEUTRAL] OK, so both of them are under review.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Is, you're very welcome. Is there anything else that I can help you with, um, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well, you have a blessed weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Hello.