AccountId: 011433970860
ContactId: da850ad9-11cb-404f-9e20-0ce53485c82a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230339 ms
Total Talk Time (AGENT): 98565 ms
Total Talk Time (CUSTOMER): 103559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/da850ad9-11cb-404f-9e20-0ce53485c82a_20250516T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, this is [PII], and I was calling, I was trying to check the status of my claim.
[AGENT][POSITIVE] OK, I can help you with your claim status. May I get your callback number just in case the calls dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] One second.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, I'm trying to get it pulled up. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, I'm in, I went in the portal. Hold on, I'm in the portal now. Let's see. OK, so the policy number is 254.
[CUSTOMER][NEUTRAL] 1314
[AGENT][NEUTRAL] OK, let me pull your policy up.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII]. My email address should be [PII] and my phone number [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me. OK, I do see that we've got
[AGENT][NEUTRAL] Claims that were sent.
[CUSTOMER][NEUTRAL] I kept getting letters in the mail telling, yeah, they kept sending me letters and the information had been received. I got about, I don't know how many letters saying they had received information my policy was on view and then it would take 1 to 3 business days and that was like a couple weeks ago and I hadn't heard anything else since, so I was just wondering.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, I do see um that the most recent on [PII].
[CUSTOMER][NEUTRAL] What was the status of it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's several um submissions from February, March and April that they're waiting on medical records from.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The doctor, it looks like. It just says medical records. So they're waiting for medical records to come in so they can finish your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I was just wondering cause I didn't get any more communication since then, since the last letter that was weeks ago, so I was wondering. OK. Yeah, I'll just wait and see.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] And always feel free to pick up the phone and call whenever you want to check in. Um, once we receive the medical records, it'll take 7 to 10 business days to process the claim once we receive them.
[CUSTOMER][POSITIVE] OK then, OK then I'll check back in another time. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, Ms. [PII], you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] You're welcome bye