AccountId: 011433970860
ContactId: f06a720a-fb58-411c-a2f3-6fdde159f834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117519 ms
Total Talk Time (AGENT): 63153 ms
Total Talk Time (CUSTOMER): 26876 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/f06a720a-fb58-411c-a2f3-6fdde159f834_20250418T13:04_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] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] And I'm calling to check on the status of my claim.
[AGENT][POSITIVE] Hi Mr. [PII], I'll be more than happy to help you with your claim status, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] email address be [PII].
[CUSTOMER][NEUTRAL] And a mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing received the claim on [PII] and [PII] that are both in processing, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's, it's, it's a 7 to 15 business day turnaround, but it is, they are currently in processing.
[CUSTOMER][NEUTRAL] OK, so next week.
[AGENT][NEUTRAL] Yes sir, um, [PII].
[AGENT][NEUTRAL] The [PII] will be 15 days exactly, so, um,
[AGENT][NEUTRAL] I mean, but you can call whenever you'd like to check on the claim, but it is in processing. We won't be able to see, you know, another status until it's finished processing.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye