AccountId: 011433970860
ContactId: d9dbc055-3c92-4778-b313-c61347eae342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190070 ms
Total Talk Time (AGENT): 72999 ms
Total Talk Time (CUSTOMER): 56602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d9dbc055-3c92-4778-b313-c61347eae342_20250529T18:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. It's [PII]. May I help you?
[CUSTOMER][NEUTRAL] My name is uh [PII]. I, I just want to check on the status of uh.
[CUSTOMER][NEUTRAL] Play I submit it to y'all.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And I apologize, your name is again?
[CUSTOMER][NEUTRAL] A client
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 256-030
[AGENT][NEUTRAL] 256-030.
[CUSTOMER][NEUTRAL] 25,256,030
[AGENT][NEUTRAL] OK, it sounds like it's missing a number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] OK, it's 25.
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] Yes, sir. It's still missing a number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't.
[AGENT][NEUTRAL] OK, and you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] email address [PII] mailing address [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, your email address again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and you get, it sounds like you gave me a different mailing address than what I show in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the current address again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, I show claims received on the [PII] and uh show that they are in line for processing, so they hadn't been processed yet.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have been processed.
[AGENT][NEUTRAL] No, sir. Usually it takes about 7 to 10 business days to process.
[CUSTOMER][POSITIVE] Alright then thank you ma'am.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, just call back next week then, right?
[AGENT][NEUTRAL] Uh, you can. I don't show it in an examiner's queue yet, so it should be processed soon, if not next week.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye.