AccountId: 011433970860
ContactId: d7920925-5e3a-460e-add4-1485516a6c6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119220 ms
Total Talk Time (AGENT): 47119 ms
Total Talk Time (CUSTOMER): 53800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d7920925-5e3a-460e-add4-1485516a6c6f_20250123T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have, uh, [PII] on the phone. She's with a funeral home. Want to see if we've received an assignment from her.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 00152890 on a [PII].
[AGENT][NEUTRAL] Alright you can send her over.
[CUSTOMER][POSITIVE] All right, thank you, and here she is.
[AGENT][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling with Heritage Memorial funding. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I am good thank you we had received a funeral home assignment that I had submitted over to you guys and I was just wanting to see if that had been received yet and if I could verify the coverage.
[AGENT][NEUTRAL] OK, I'll take a look at that and it's [PII], right?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK, yep, I do show that we received uh claim documents on yesterday, [PII], and that is currently in line for review.
[AGENT][NEUTRAL] Um, it hasn't been reviewed by an examiner just yet, but it is on file.
[CUSTOMER][NEUTRAL] OK, and what is your turnaround time for review?
[AGENT][NEUTRAL] It's uh typically 7 to 10 business days from the date of receipt.
[CUSTOMER][NEUTRAL] All right, so you said from yesterday?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright then, well that is what I needed to know. I do appreciate your help.
[AGENT][POSITIVE] All right, no problem, [PII]. Thanks for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.