AccountId: 011433970860
ContactId: ecc087e5-80e4-4de2-90d1-4aab05c7c921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122559 ms
Total Talk Time (AGENT): 64848 ms
Total Talk Time (CUSTOMER): 49010 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ecc087e5-80e4-4de2-90d1-4aab05c7c921_20250310T17:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling because I'm, I've called several times today, but I had filed a claim and then the claim said I need additional information, so I started sending information as they were sending it to me, but then as I go on to upload my last information, it says one of them been processed and I ain't got all the information in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um, typically it's going to be better to upload it all at once because it will uh just process one at a time, so obviously if there's no information missing then it's going to just state that as the reason.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What do I do now?
[AGENT][NEUTRAL] Did you uh upload everything that we needed? It was just separate?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, have they all completed processing?
[CUSTOMER][NEUTRAL] No, the, the last one is saying in progress and one it says process.
[AGENT][NEUTRAL] OK, OK, so if one is still being uh processed and it's not completed yet, most of the time it'd be pretty easy we'd be able to sort it out ourselves might just take a little bit longer, um, but it can take about, you know, 7 to 10 business days for claim information to complete processing.
[AGENT][NEUTRAL] But if for some reason after it has said that it's all done, if it denies or gives you some weird response you could give us a call back and we'll bring special attention to it and just kind of consolidate it all at once just here's all the info it's just separated.
[CUSTOMER][NEUTRAL] I, that's why I'm saying one of them, so one of them that I submitted today it got processed already. So I clicked on the link and it says it'll be available online I guess in a couple of hours, you know, tomorrow or something.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, I mean if you get it all to us and even if it's kind of separated um just we'll be able to uh sort it out for you.
[CUSTOMER][NEUTRAL] Oh, I'm gonna call back.