AccountId: 011433970860
ContactId: 036a3580-8fbe-4e62-bc4c-6e6913ae382e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287630 ms
Total Talk Time (AGENT): 102165 ms
Total Talk Time (CUSTOMER): 66131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/036a3580-8fbe-4e62-bc4c-6e6913ae382e_20250519T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Industry calling in regards to a claim.
[AGENT][POSITIVE] All right. I'm happy to check on the claim. What's the policy number?
[CUSTOMER][NEUTRAL] I have 639-460-403.
[AGENT][NEUTRAL] Alright, give me just one moment. Let me try and pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so it looks like that didn't bring up a valid policy number. Do you have their name, um, or social?
[CUSTOMER][NEUTRAL] Um, I think that was their social, the [PII].
[AGENT][NEUTRAL] Yeah, that's why I tried it as. What's her first and last name?
[CUSTOMER][NEUTRAL] Um, OK, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What about a policy certificate number or is that a group number or something?
[AGENT][NEUTRAL] Yeah, policy certificate number would be what I would be needing.
[CUSTOMER][NEUTRAL] OK, so it's 02608226.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And name and date of birth?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh, Destiny Fears for [PII].
[AGENT][NEUTRAL] OK, data service.
[CUSTOMER][NEUTRAL] I have a 42 2025 for $607. So just confirm that you were the number I just gave you was their policy number correct? or member ID number.
[AGENT][POSITIVE] Yes, ma'am. That's it, mhm, yep, that's the correct one, yup.
[CUSTOMER][NEUTRAL] OK, and can you give me their group numbers? I think we have that wrong.
[AGENT][NEUTRAL] Yeah, let me pull it up.
[AGENT][NEUTRAL] Group number that's OK. Group number is 70056.
[CUSTOMER][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And 4.
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for your patience on that. So we did receive the claim. It looks like claim is received [PII]. Uh, there was a benefit payment sent out and it looks like for the amount of $428.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was sent on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was that a check?
[AGENT][NEUTRAL] Uh-huh. Single check, and I can give you the check number.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Check number is gonna be 203.
[AGENT][NEUTRAL] 9701.
[CUSTOMER][POSITIVE] Thank you. And does it show it's still outstanding?
[AGENT][POSITIVE] Yes, still outstanding.
[CUSTOMER][NEUTRAL] And what address was that check sent to?
[AGENT][NEUTRAL] It was sent to [PII].
[CUSTOMER][POSITIVE] Thank you and the um claim number if you don't mind.
[AGENT][NEUTRAL] No, uh, claim number is 3591127.
[CUSTOMER][POSITIVE] Thank you so much. Let me say that reference number for this call.
[AGENT][NEUTRAL] Mhm. Absolutely. Call references my name with my last initial in today's date. My name is [PII], last initial [PII], then today's date.
[CUSTOMER][POSITIVE] Alright thank you so much and have a great day.
[AGENT][NEUTRAL] You too bye bye.