AccountId: 011433970860
ContactId: 014876f3-4944-4b89-b99b-f3a0ce23e5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220770 ms
Total Talk Time (AGENT): 98035 ms
Total Talk Time (CUSTOMER): 90109 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/014876f3-4944-4b89-b99b-f3a0ce23e5c9_20250325T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, my name is [PII]. I'm sorry, I've been sick. Um, I'm, I'm calling about an email that I've received saying that a claim was finalized, and I'm wanting to know, I can't find the email, um, I'm wanting to know what the status is of that claim.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, absolutely I can check on that claim for you. Um, sure, if you would, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] You can it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 00955052
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm sorry to have to make you talk more. I know that probably feels pretty rough. Um, if I would though, can I get a good, uh, excuse me, um, just gonna verify some information really quick. Uh, what was your date of birth, please?
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Got it. OK, thank you so much for verifying that information. Give me just a moment here.
[AGENT][NEUTRAL] Uh, was this for you or was this for, uh, [PII]?
[CUSTOMER][NEUTRAL] It was for my husband, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He passed away [PII].
[CUSTOMER][NEUTRAL] And I had a um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have an ICU rider on him and he was in the ICU for 2 weeks before he died.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it. OK, let's see. So I am saying that's the most recent so we did, um, this claim was paid. We paid a benefit of $4800 and that was sent as a paper check in the mail if you'll give me one moment, I can get that information, uh, so I can let you know when that was sent out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that check was just issued um [PII].
[CUSTOMER][POSITIVE] OK. I really appreciate you looking at that for me. I've come down with, I've come down with pneumonia and that's why I'm the way I am right now.
[AGENT][POSITIVE] Of course, absolutely.
[AGENT][NEGATIVE] Oh, that's awful. No, I know there's all kinds of things going around right now. I'm so sorry. I sure hope you get better soon.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Thank you. I appreciate you asking or giving me this information.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, definitely, um, did you have any other questions for me [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you again.
[AGENT][POSITIVE] Alright, oh, you're very welcome. uh, thanks for giving us a call and again I sure hope you feel better soon.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][POSITIVE] All right, thank you. Bye bye.