AccountId: 011433970860
ContactId: dd0836c9-1265-4cc8-b541-3c8a01c07e93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147990 ms
Total Talk Time (AGENT): 62272 ms
Total Talk Time (CUSTOMER): 68892 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/dd0836c9-1265-4cc8-b541-3c8a01c07e93_20250415T20:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, um, I have filed a claim last week and I got a notification today that it was completed, but it was zero amount paid and then I was told I needed to upload a specific itemized bill, um, and once I upload it, just call you guys back and let you know it's in. I just wanted to speak to somebody to see if they've received it.
[AGENT][NEUTRAL] Can I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is 2485386.
[AGENT][NEUTRAL] And what's your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII], [PII] Mailing address is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] What is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your email address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Repeat your email again for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you give us another email address when you first signed up for this with this policy?
[CUSTOMER][NEUTRAL] Yeah. It's um my [PII] last [PII].
[AGENT][NEUTRAL] Got you. That's the one we have. OK, so do look like we received those, that information, the documentation on the [PII], however, they are have not been processed yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sorry, sorry, I'm just calling because they told me once I uploaded to call them and then they'll be able to go in there.
[AGENT][NEUTRAL] Right, I understand that. I understand that, but however it doesn't, I'm not sure why that website says that because it doesn't work like that. Once we receive the claims, then it's a process. It's multiple days that it takes for the claim to be received and submitted to an adjuster and for them to process it. It does not, if you uploaded the document today does not mean that the claim is gonna get processed today unfortunately. I do apologize that that website gave you that inaccurate information.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thanks for calling APO. Have a good day. Goodbye.