AccountId: 011433970860
ContactId: e5146eb5-7731-4836-b53d-52af8dd8a1f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130380 ms
Total Talk Time (AGENT): 61401 ms
Total Talk Time (CUSTOMER): 47031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e5146eb5-7731-4836-b53d-52af8dd8a1f4_20250424T19:04_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and I was calling to check on the uh status of my uh claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment.
[AGENT][NEUTRAL] And may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Email address [PII]. mailing address [PII] zip code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so I see that there's some uh documents that were uploaded on yesterday.
[AGENT][NEUTRAL] And those are in line to be processed. They have not been processed just yet. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] So about somewhere May the first, I should hear something.
[AGENT][POSITIVE] Um, yes, about. Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, cause the last time I sent the stuff and they said it was, it was like itemized billing. So this itemized billing I sent to y'all is for my radiation treatment.
[CUSTOMER][NEUTRAL] That I've been taking.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right. Well, yeah, they will go ahead and the, the claims department will process. They will check the paperwork and see if that's all we needed, um, but yeah, it usually takes for them, uh, 7 days for them to get this information and process and review everything, OK?
[CUSTOMER][NEUTRAL] So as
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] OK