AccountId: 011433970860
ContactId: f13c26f0-ecb3-4fbb-b9ae-239773da47fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160619 ms
Total Talk Time (AGENT): 61607 ms
Total Talk Time (CUSTOMER): 57108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f13c26f0-ecb3-4fbb-b9ae-239773da47fc_20250217T18:30_UTC.wav
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[AGENT][NEUTRAL] After afternoon thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, what's your name again?
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was just calling to check on the claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 2439986
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] mailing address [PII], uh, phone number [PII].
[AGENT][NEUTRAL] Uh, your email address?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Oh no, you're fine. It's a lot to give. And so you're uh checking for a claim status, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and who was the claim for?
[CUSTOMER][NEUTRAL] It's a claim from my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my husband when he was in the hospital in October.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, looks like we received an appeal and so it's still.
[AGENT][NEUTRAL] And it's process of the appeal.
[CUSTOMER][NEUTRAL] OK, cause I had called last week and the lady had told me like what? 5 to 7 business days or something and like I had submitted it on the [PII], so I was just following up on it.
[AGENT][NEUTRAL] Um, well, usually sometimes it can take 7 to 10 business days, but since it's an appeal, it has to be reviewed, so that can take a little bit longer, but um, once they finished the appeal decision then.
[AGENT][NEUTRAL] Uh, the status will be sent out, but I'm just showing it's still an appeal.
[CUSTOMER][POSITIVE] OK, that sounds good then thank you [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.