AccountId: 011433970860
ContactId: 04da8842-4aa8-43c2-a649-6e4f92a5c9d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194970 ms
Total Talk Time (AGENT): 69331 ms
Total Talk Time (CUSTOMER): 88039 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/04da8842-4aa8-43c2-a649-6e4f92a5c9d6_20250402T14:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, my name is [PII], and I um got my total benefits paid notice on my, um, thing, and I wanted to see how that was going to be paid out.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Absolutely, um, policy number is 024583777.
[AGENT][NEUTRAL] And [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and the callback number is [PII] just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yes ma'am. It's 358-305-1.
[AGENT][NEUTRAL] 3583051. Is this for yourself or dependent?
[CUSTOMER][NEUTRAL] That's for my dependent.
[AGENT][NEUTRAL] Oh, so I'm looking for a claim for yourself. So who's the dependent's name and the date of birth?
[CUSTOMER][NEUTRAL] [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] And you said the claim number was 3583051?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So there's no check number, so I'm assuming that it's gonna be direct deposit?
[CUSTOMER][NEUTRAL] OK, so the 4500 is coming direct deposit to me?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, I, this is the first time I've uh this is the first time that I've had a claim on it and so I'm just trying to figure out how that works.
[AGENT][NEUTRAL] Mhm. Yeah, I see all of them was either went towards deductible or some of the services weren't covered. So yeah, I see that this is the first time that there's been a payment made out to you. So did you sign up for direct deposit?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I believe so. I'm in the thing right now. Let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was just processed yesterday.
[CUSTOMER][NEUTRAL] May check my payment.
[CUSTOMER][NEUTRAL] Yeah, I just got the notification so I just wanted to go in and look at it and so that's why I was like this is new to me so I just wanted to see if it was coming to me or where the payment was gonna go. So yes, I do have my direct deposit information in my account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.