AccountId: 011433970860
ContactId: f60f4b29-c1d1-47f1-975d-5a39e343ed5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201679 ms
Total Talk Time (AGENT): 56674 ms
Total Talk Time (CUSTOMER): 80108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f60f4b29-c1d1-47f1-975d-5a39e343ed5f_20250305T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I'm calling to check on a couple of claims I sent in.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I can help you, [PII], with your policy number?
[CUSTOMER][NEUTRAL] 509-063
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] So that is.
[CUSTOMER][NEUTRAL] One more symptoms get checked out making that appointment to help you.
[AGENT][NEUTRAL] I'm pulling up your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] or not.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify your name and your date of birth for me?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I mean, not your I'm sorry, [PII], I meant your date, your policy number and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is 509063.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for verifying that information and we're checking a claim status and is it a claim that you just sent in around the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well, I'll tell you when I mailed, the first one was on the [PII].
[CUSTOMER][NEUTRAL] And then the second one I mailed, uh, it was just last [PII].
[AGENT][NEUTRAL] And it's a claim for yourself?
[CUSTOMER][NEUTRAL] Uh, the first one was, and the second one was for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing both claims were received on [PII], um, and they're both currently in line for processing, so not reviewed yet, but they're next in line for processing.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have you any idea how long that would take?
[AGENT][NEUTRAL] Now our standard processing time is 7 to 10 days from receipt.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, well then, uh, I was just checking.
[AGENT][POSITIVE] Alrighty, well, any other questions I could assist with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.