AccountId: 011433970860
ContactId: f1082ff7-b5ba-4676-90bc-9ba0f5ea52f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140679 ms
Total Talk Time (AGENT): 35742 ms
Total Talk Time (CUSTOMER): 31740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f1082ff7-b5ba-4676-90bc-9ba0f5ea52f9_20250328T17:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh yes, I have submitted a claim, I think, um, the way the lady told me to yesterday. Could you tell me about how long it takes for them to review it and all that stuff?
[AGENT][POSITIVE] OK, I'd be happy to assist. May I have your policy number please?
[CUSTOMER][NEUTRAL] 256.
[CUSTOMER][NEUTRAL] 9252.
[AGENT][NEUTRAL] And what's your name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] And if you can verify your email address for me.
[CUSTOMER][NEUTRAL] Uh, it is [PII], I mean.org.
[AGENT][NEUTRAL] Thank you for that information. OK, so I do see that it is uploaded and.
[AGENT][NEUTRAL] See 12345.
[AGENT][NEUTRAL] 6789, so that um we have our processing time is 7 to 10 business days, so that should be completed by [PII].
[CUSTOMER][POSITIVE] OK, and I got everything I need in there, right?
[AGENT][NEUTRAL] Uh, let me pull it up one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I see the EOB and I see the diagnosis. That's all we needed.
[CUSTOMER][POSITIVE] OK, well I appreciate it. Thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.