AccountId: 011433970860
ContactId: d9df2246-a28b-4071-aeba-010090e48734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269690 ms
Total Talk Time (AGENT): 116683 ms
Total Talk Time (CUSTOMER): 128452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d9df2246-a28b-4071-aeba-010090e48734_20250502T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, yes, um, I need to find out if you've got all the information from.
[CUSTOMER][NEUTRAL] Um, my surgery last June that I was supposed to be covered for for $1500 at least.
[CUSTOMER][NEUTRAL] Um, and do you need my policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0244
[AGENT][NEUTRAL] Yes, ma'am, first let me get.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 02447931
[AGENT][POSITIVE] Thank you ma'am and then what is your name and call back number just in case the call is dropped I can call you right back.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And my phone number is area code [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII], and let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please
[CUSTOMER][NEUTRAL] See, I had sent in paperwork.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Um, can you please verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. The address is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And what was the last thing?
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] I needed
[CUSTOMER][NEUTRAL] Oh, yeah. So all lowercase [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and you said you were telling me that you sent in the claim on what day did you send it in?
[CUSTOMER][POSITIVE] Uh, the, well, this time it was, um, oh my goodness.
[CUSTOMER][NEUTRAL] I don't have the paperwork with me. Uh, it was about 3 days ago.
[AGENT][NEUTRAL] OK, on [PII].
[CUSTOMER][NEUTRAL] I spoke with [PII] recently or.
[CUSTOMER][NEUTRAL] Yes, well.
[CUSTOMER][NEUTRAL] Yeah it might have been the [PII], [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had sent it in
[AGENT][POSITIVE] All right. I do show.
[CUSTOMER][NEUTRAL] I faxed it in [PII].
[AGENT][NEUTRAL] OK, I do show that we have received the claim and it is in process right now. I can't get any information on it when it's in process, um, other than that we have received it. It takes 7 to 10 business days to process the claim. If there's any additional information that they need, they will reach out by letter.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, to you and let you know that what the information is that's needed, but if you wanted to call back in about 10 days, um.
[AGENT][NEUTRAL] And just get a claim status over the telephone, we can give that to you.
[CUSTOMER][POSITIVE] OK, great. OK, I just wanna make sure you had it. And I was just curious how soon I would get it because I need it for a hospital uh visit I'm going to be having soon. Hopefully, I don't have to stay in the hospital at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, no. I hope you don't either.
[CUSTOMER][NEUTRAL] But I have to have a surgery. I found out, yeah, me too. It's like pretty soon I'll be bionic.
[CUSTOMER][POSITIVE] At that age, it's good though.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and I hope everything goes well for you at your appointment. Um, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's it for now. I appreciate your help.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL, Miss [PII]. Thank you bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.