AccountId: 011433970860
ContactId: 037dc67b-facf-4dcb-932d-1b53d210eabc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243960 ms
Total Talk Time (AGENT): 127130 ms
Total Talk Time (CUSTOMER): 81891 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/037dc67b-facf-4dcb-932d-1b53d210eabc_20250122T18:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I filed a claim, uh, I've got the claim number here if you want. I just wanted to make sure I'm understanding this right and then it says that I was paid out, uh, paid out for an amount. I just wanna make sure that that that means what I think it means.
[AGENT][NEUTRAL] OK, so you're the insured and you have a question on a claim?
[AGENT][NEUTRAL] For yourself, is that correct? Yes, I can help you. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, Mr. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] Policy number is 02255908.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your policy information pulled up, and once I do, Mr. [PII], I will need to verify several things with you first for security and also any information that I do provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address?
[CUSTOMER][NEUTRAL] would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Um, yeah, it would be [PII].
[AGENT][NEUTRAL] OK, thank you very much. All right, and you said that you do have a claim number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and what is that claim number please?
[CUSTOMER][NEUTRAL] 3,553,470
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] So I do see this claim went through our processing on yesterday and there has been a benefit paid to you in the amount of $1,489.
[CUSTOMER][NEUTRAL] OK, and that was processed in the form of a check?
[AGENT][NEUTRAL] Mm let me verify that.
[AGENT][NEUTRAL] Yes sir, it was so that check should be mailed out today, tomorrow at the latest.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Um, ballpark should be here, you know, in, in a week or so.
[AGENT][NEUTRAL] Roughly around 10 business days, of course, right now we have seen some delays and things being received due to all the weather across the country, um, but it's typically about 10 business days is what we say to receive it.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Sounds good. No, I, I, that's the way that I had read this. I just wanna make sure that I wasn't seeing things and reading too far into it that I was actually getting paid out, so that's all I needed to check and make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, uh, I understand. No, that's what we're here for. So, um, yes, sir, it was, it, it did get processed and that payment was issued to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] OK. Well, you are very welcome. I hope you have a wonderful day too. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL have a great afternoon.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.