AccountId: 011433970860
ContactId: feb899c8-962b-4997-a71f-1743be6936b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170539 ms
Total Talk Time (AGENT): 66459 ms
Total Talk Time (CUSTOMER): 59577 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/2025/04/16/feb899c8-962b-4997-a71f-1743be6936b0_20250416T17:53_UTC.wav
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[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to check on a claim that was filed, um, almost 2 weeks ago, wellness claim, and I never received it.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is your um policy number?
[CUSTOMER][NEUTRAL] OK. 244-6218. That's the group accident. I have three different policies, but um I guess it's the one maybe it was filed on them. I don't know if it was group critical illness or short term. But the one I'm giving you is the group accident, 2446218.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Phone number is [PII]. Email is [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your uh mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, I appreciate it, Ms. [PII]. Alright, so I do see that some information was received on [PII] through the online service center.
[AGENT][NEUTRAL] Um, that was submitted through the online service center and the policy is still being processed. It takes 7 to 15 business days to process the claim.
[CUSTOMER][NEUTRAL] Just to receive a wellness claim? Wow.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK. When I was with Allstate, boy, they would do it in 2 or 3 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.