AccountId: 011433970860
ContactId: df8fe74e-4826-4d1a-a5e7-6ef28d9f5b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185380 ms
Total Talk Time (AGENT): 50027 ms
Total Talk Time (CUSTOMER): 97563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/df8fe74e-4826-4d1a-a5e7-6ef28d9f5b2b_20250128T13:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. Uh, this is [PII]. How are you this morning, first of all?
[AGENT][NEUTRAL] I'm doing fine how are you?
[CUSTOMER][POSITIVE] Doing well, doing well, thank you for asking. May I give you my, my policy number? Good morning. May I give you my policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's 215-0207.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] My name is
[AGENT][NEUTRAL] Yeah, in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. I live at [PII].
[AGENT][NEUTRAL] And how did you pronounce your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you had questions about your policy?
[CUSTOMER][NEUTRAL] Actually, um, I, I filed a claim with you folks and you folks were pending the explanation of benefits so that you could finish processing my claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just received it today, so I'm sending it to you folks today so it should be on your system or um would you be able to check or forward it over to claims whatever you all need to do please?
[AGENT][NEUTRAL] OK, yes, it looks like we already have it in the system.
[CUSTOMER][POSITIVE] OK good because I put it in there today and I just wanna make sure that you folks have it so um.
[AGENT][NEUTRAL] Yes, sir. We received it.
[CUSTOMER][NEUTRAL] So someone will take a look at it, um, because I, I think that's what you all were pending.
[AGENT][POSITIVE] Yes, sir, they will.
[CUSTOMER][NEUTRAL] OK great and then um I should have an answer by email then?
[AGENT][NEUTRAL] Uh, we do not email. You will receive an explanation of benefits in the mail.
[CUSTOMER][NEUTRAL] On this?
[CUSTOMER][NEUTRAL] Oh, OK, you'll you'll mail me the decision I guess?
[AGENT][NEUTRAL] Yes, yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK, alright, alright, and how long does that normally take about 1 week or 10 days or?
[AGENT][NEUTRAL] Um, no more than a week, usually.
[CUSTOMER][POSITIVE] OK great all right well then I'll I'll be looking for it thank you so very much, [PII]. You have a good day.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all thank you so much bye now.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling IPL.