AccountId: 011433970860
ContactId: e5668acd-c441-4db4-a511-34732f313068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369399 ms
Total Talk Time (AGENT): 90051 ms
Total Talk Time (CUSTOMER): 80749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e5668acd-c441-4db4-a511-34732f313068_20250611T21:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to find out if y'all received my claim.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] It's 257.
[CUSTOMER][NEUTRAL] 6700.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] And verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and was the claim that was submitted for yourself?
[CUSTOMER][NEUTRAL] It was for my husband.
[AGENT][NEUTRAL] OK, well I show claim information being received, but it's in line for processing.
[CUSTOMER][NEUTRAL] OK, so you received two claims or 1?
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, and it's deadline for processing?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and how long does that usually take?
[AGENT][NEUTRAL] Typically, from the date of claims were received, they usually take 7 to 10 business days to process.
[CUSTOMER][NEGATIVE] OK, and I had also talked to somebody about a month ago, um, in regards to getting a copy of my policy and what's covered and my benefits under y'all, um, any of the insurances that I have through y'all, and she was going to mail it out and I never received anything.
[AGENT][NEUTRAL] OK, um, one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see, give me one moment, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Give me one moment because I see a request was sent um saying when they sent it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, it looks like a request was sent on [PII], but I'll send another one asking to mail out the policy.
[AGENT][NEUTRAL] Um, and also, go ahead.
[CUSTOMER][NEUTRAL] OK, I need to take that
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] I'm sorry, ma'am, your phone cut out. Say again.
[CUSTOMER][NEGATIVE] I said it shouldn't have taken that long to get it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And also, uh, we do have an online service center where your husband can set up an account to view the policy as well, but I'll send out a request for it to be mailed out.
[CUSTOMER][NEUTRAL] Right. I didn't want it, um, I wanted to be able to look at it. I didn't wanna have to keep sitting at the computer to check it out.
[AGENT][NEUTRAL] OK. We'll send out a request uh for the policy to be mailed out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, yes ma'am, thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.