AccountId: 011433970860
ContactId: eb46b036-f711-4ce6-b6ea-ae06551132e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244880 ms
Total Talk Time (AGENT): 112814 ms
Total Talk Time (CUSTOMER): 105834 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/eb46b036-f711-4ce6-b6ea-ae06551132e1_20250403T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi. I, uh, put in a claim and it's been showing, uh, pending for quite some time, and I was wondering if you might be able to help me.
[AGENT][POSITIVE] Sure, I can definitely
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][POSITIVE] I can definitely look into the claim for you and give you an update. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, sure, let me scroll over here.
[CUSTOMER][NEUTRAL] Um, it's 254-9206.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Sure, it's the date of birth is [PII]. The address is [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Um, just your email address.
[CUSTOMER][NEUTRAL] Email address. Um it's [PII], which is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So there's two claims here. One claim was received back in [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That one has been processed, but there's another one that came in on [PII]. Is that the one you're referencing? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, and I believe I sent everything that was needed.
[AGENT][NEUTRAL] So for now, I just see that it's in processing, um, it's like there's no hold up or anything. The turnaround time is 7 to 15 business days from the day we receive it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so it's still in process.
[AGENT][NEUTRAL] Yes, ma'am. But now if there is anything needed or like, you know, any additional information, you will be notified though.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. I'll get a, a text or an email or something like that.
[AGENT][NEUTRAL] Um, you'll probably see it on the online service center first, and then, um, it'll probably be like an explanation of benefits just showing you, you know, anything that's needed, diagnosis code, you know, anything, and then, um, I don't want to say yes for the text, you may receive a text. I know we're working on that. The texts are more for when it's processing and finished.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, OK. All right. So how many days has it been so far? Is it business days?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, ma'am. So from the [PII], well, a week is going to be tomorrow, including the weekend. So hold on, 123. So we've had it about 3 days, not including the weekends because we don't work on the weekends.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, 4 days.
[CUSTOMER][POSITIVE] Oh wow. Uh 4 days. Yeah.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] Jeez.
[AGENT][NEUTRAL] But you can call um as often as you like for an update, um, we just, once it's in process and we just can't see anything until it's finished.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. OK. OK. All right, I do appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that was it.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.