AccountId: 011433970860
ContactId: dfdf6646-43d1-4ab4-8fe9-d70adcf384c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249960 ms
Total Talk Time (AGENT): 134780 ms
Total Talk Time (CUSTOMER): 69242 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/dfdf6646-43d1-4ab4-8fe9-d70adcf384c4_20250217T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to check the status on some claims for my wife, please.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Um, 0253.
[CUSTOMER][NEUTRAL] 325 5
[AGENT][NEUTRAL] Alright, one moment please while I pull up the policy.
[AGENT][NEUTRAL] Alright, and could you please verify the date of birth, address and email address please?
[CUSTOMER][NEUTRAL] For my wife [PII].
[CUSTOMER][NEUTRAL] Um, we really don't have an address right now because staying with people, but our mailing address is still the [PII].
[AGENT][NEUTRAL] All right, [PII], thank you so much for verifying the information. So you said you're calling in for claim status, um, and this is for claims that were submitted um on the [PII]. I see you submitted some on the [PII] and then on the [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. We do have those in receipt. We do, um.
[AGENT][NEUTRAL] They have not been issued a claim number yet. We do have 7 to 15 business days from the date that we do receive them to process any claims, but we do have the ones that were submitted on the [PII], the [PII], and the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Do you have an office here in [PII]?
[AGENT][NEUTRAL] Um, do we have an office? No.
[CUSTOMER][NEUTRAL] Yeah, are y'all located?
[AGENT][NEUTRAL] We have a, we have a like a a PO box where all our mail go to.
[CUSTOMER][NEUTRAL] Oh, in [PII], but not, not a.
[CUSTOMER][NEUTRAL] Uh, offer so I could talk to somebody.
[AGENT][NEUTRAL] Like an office that you can go in into? No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, we don't have one that you can't, that anybody can go into and talk to a representative.
[CUSTOMER][NEUTRAL] So I just wait, continue to wait again like I did on the other one?
[AGENT][NEUTRAL] You said wait?
[CUSTOMER][NEUTRAL] This has been the biggest.
[CUSTOMER][NEGATIVE] Yeah, that's the biggest, been the biggest pain in the ass ever dealing with you guys with this insurance policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, we process
[CUSTOMER][NEGATIVE] We can't get any.
[AGENT][NEUTRAL] We process claims and they order so, um, yeah, we have to process, we can't jump above other people that submitted stuff before you, so we have to process them as we get them. So when um we're actually currently on um the [PII], so that is the data service that we're currently working on today so.
[CUSTOMER][NEUTRAL] Ma'am, I understand that.
[CUSTOMER][NEUTRAL] I'm really going on.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, after today we'll be working on the [PII] and so we'll be grabbing everything that you submitted because we have to, if you submit it, even if you submitted stuff um on the [PII] and the [PII], we have, we have to gather everything together so we'll be processing everything that you submitted on the [PII], the [PII], and the [PII], but we do have the processing date order we can't skip over other dates.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understand that. I understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, but we are currently today.
[CUSTOMER][NEGATIVE] Very frustrating when you're.
[AGENT][NEUTRAL] Yeah, we are currently on the [PII] as of today.
[CUSTOMER][POSITIVE] OK, I'll check back in a couple of days, thanks.
[AGENT][NEUTRAL] All right.