AccountId: 011433970860
ContactId: ff108115-6779-44ef-95bf-09ad45b6290e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208380 ms
Total Talk Time (AGENT): 93483 ms
Total Talk Time (CUSTOMER): 74518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ff108115-6779-44ef-95bf-09ad45b6290e_20250616T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to check on uh a claim there to see if they're still processing anything there for me.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm so sorry. I'm. Oh, policy number is 0073688888.
[AGENT][NEUTRAL] I'm sorry, repeat that back one more time.
[CUSTOMER][NEUTRAL] 007368888.
[AGENT][POSITIVE] Thank you so much, one moment.
[AGENT][NEUTRAL] And if I can get your first, last name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. Date of birth, please?
[CUSTOMER][NEUTRAL] Oh sorry. I'm one of 56.
[AGENT][NEUTRAL] Thank you and then lastly I just need to verify the email and physical address on file please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] So it looks like on the claim that was reported on [PII], is that the one that we're checking on? I show that's the last one submitted.
[CUSTOMER][NEUTRAL] 0, 66 was the last one, so there's nothing else there.
[AGENT][NEUTRAL] I show 66 was the last claim submitted.
[CUSTOMER][NEUTRAL] 66, hold on one second. So we had is either closed or are in process?
[AGENT][NEUTRAL] So it's still showing in progress it doesn't look like any decisions been made on it.
[CUSTOMER][NEUTRAL] 66 and 20. OK, then fine. I'll just give some more time. OK?
[AGENT][POSITIVE] All right, sounds good, [PII]. Anything else I can check on?
[CUSTOMER][POSITIVE] Nothing else. Thank you, please.
[AGENT][POSITIVE] All right, have a good day. Yes, ma'am.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] Are you, are you close to closing? What time do you close?
[AGENT][NEUTRAL] Uh, we close
[CUSTOMER][NEUTRAL] Close. What time do you?
[AGENT][NEUTRAL] We close at [PII] central time.
[CUSTOMER][NEUTRAL] Go ahead and transfer me to the processing department. Let me just ask them if they're waiting on something or anything.
[CUSTOMER][NEUTRAL] Let me just get speak to someone please yeah.
[AGENT][NEUTRAL] You wanna speak to somebody else.
[CUSTOMER][NEUTRAL] In the processing
[AGENT][NEUTRAL] In the claims department?
[CUSTOMER][NEUTRAL] Oh, you, are you in the clearance?
[AGENT][NEUTRAL] So I'm in the customer care, yeah, so I'm in the customer care department and if it was asking for anything additional at this point, it would have a denial and then comments on it as far as what it was asking for with them receiving it on the [PII], it looks like that was a Friday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So at this point it looks like we've had the claim a total of 5 business days. We generally ask for at least 10 business days to process, so I would just give it a little bit more time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No problem. Thank you then, OK.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.