AccountId: 011433970860
ContactId: 089ac648-3e0e-4957-a40a-09211c91bc7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263670 ms
Total Talk Time (AGENT): 89622 ms
Total Talk Time (CUSTOMER): 100726 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/089ac648-3e0e-4957-a40a-09211c91bc7a_20250414T17:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm just calling on a claim that I mailed in in February.
[CUSTOMER][NEUTRAL] And I haven't heard anything.
[AGENT][NEUTRAL] OK, I can help you with your claim, ma'am. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02474319
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], what is uh your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then may I get your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, 575 you've got my phone number uh email is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you verifying that information for me and was the claim for yourself?
[CUSTOMER][NEUTRAL] It was for my husband.
[CUSTOMER][NEUTRAL] Race among us.
[AGENT][NEUTRAL] OK, let's look.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, I'm trying to pull it in for us now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], it appears that um that claim was paid on uh [PII] was when it was processed and it went direct deposit.
[AGENT][NEUTRAL] In the amount of $2600.
[CUSTOMER][NEUTRAL] And what account was that put in?
[AGENT][NEUTRAL] Let me tell you.
[AGENT][NEUTRAL] Uh, the routing number on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, wait a minute, wait a minute.
[AGENT][NEUTRAL] The routing number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, wait a minute. Let's see, this is not, yeah, this is the hospital indemnity.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Have I got the right?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, I've got 2 policies.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] This is ATL.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right? OK. Yes. 00.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's hospital indemnity.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, uh, I think I, I need, yes, that was, yes, that is good. I, I need, I have a different policy, so I'm sorry to bother you and take up your time.
[AGENT][POSITIVE] Oh, OK. No, it's OK. It is no problem at all. I'm glad I was able to, I'm glad I was able to help you through it, Ms. [PII]. All right.
[CUSTOMER][NEUTRAL] Oh my God, this is been on man.
[CUSTOMER][NEUTRAL] You've got.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. I appreciate you.
[AGENT][POSITIVE] You're welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.