AccountId: 011433970860
ContactId: e69d9ea1-3a54-42e6-8042-4b8d0dec9799
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231490 ms
Total Talk Time (AGENT): 93035 ms
Total Talk Time (CUSTOMER): 66349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e69d9ea1-3a54-42e6-8042-4b8d0dec9799_20250411T20:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I filed a wellness claim, and I wanted to make sure that it was received. I uploaded my documents and I wanted to make sure it was filed correctly.
[AGENT][NEUTRAL] OK, alright, I can check on your claim for you. Can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you very much. And then can you please give me your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, I, this is a group accident 244-6218 cause I have three different policies on this.
[AGENT][NEUTRAL] OK, alright, let me look it up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I don't he say you can put it up here.
[CUSTOMER][NEUTRAL] Uh, address is [PII]. Email [PII].
[AGENT][POSITIVE] OK, thank you. And the phone number you gave me to call you back on, that's a good cell phone number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that information.
[AGENT][NEUTRAL] All right. And which um policy did you file the claim on?
[CUSTOMER][NEUTRAL] Um, I think it says, it's stated here received under the group accident.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, and when did you send it?
[CUSTOMER][NEUTRAL] Uh, that was Monday.
[AGENT][NEUTRAL] OK. I do, yes, ma'am. I do.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I'm sorry, the 7.
[AGENT][NEUTRAL] Yes ma'am, I do see that um we did receive some information through the online service center and it's in progress and that confirmation was sent to you through the online service center that it's been received.
[AGENT][NEUTRAL] So you'll need to give it 7 to 10 business days for them to process the claim.
[CUSTOMER][NEUTRAL] Oh, OK. I just wanna make sure it went through.
[AGENT][NEUTRAL] Yes, ma'am. I do show that we received information on [PII] and on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Uh, your mama, if she made it yet you need to call her. I don't know where she at.
[CUSTOMER][NEUTRAL] I don't know if she made it home and find out if she made it home.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] It.