AccountId: 011433970860
ContactId: d90a2f78-bf61-402c-a3c0-65b2a8e20da3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100989 ms
Total Talk Time (AGENT): 44248 ms
Total Talk Time (CUSTOMER): 27768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d90a2f78-bf61-402c-a3c0-65b2a8e20da3_20250312T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just checking on the status of my claim.
[AGENT][NEUTRAL] OK. What is your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 1553137
[AGENT][NEUTRAL] I'm so sorry 155.
[CUSTOMER][NEUTRAL] 313 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your complete mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and you're calling to check claim status, would this be for you or a dependent?
[CUSTOMER][NEUTRAL] And dependent Maya Curry.
[AGENT][NEUTRAL] Maya, OK, one moment.
[AGENT][NEUTRAL] It shows the claim was received on [PII]. It is in line to be reviewed and processed by an adjuster.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You normally what the turnaround time is for those.
[AGENT][NEUTRAL] Uh, typically processing time is 5 to 7 business days from the time it was received in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day bye.