AccountId: 011433970860
ContactId: 0932937d-48e6-4d21-9240-2ede8c7b9e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233979 ms
Total Talk Time (AGENT): 93650 ms
Total Talk Time (CUSTOMER): 90545 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/0932937d-48e6-4d21-9240-2ede8c7b9e4c_20250221T18:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I am calling to check the status of a claim that I filed.
[AGENT][POSITIVE] OK, sure, I can assist you with claims and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, the name is [PII] and the call back number is area code [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't.
[CUSTOMER][NEGATIVE] Oh bad on me.
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] OK, we can do a name search. Um, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me see if I have it on this card.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ya [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and this is going to be for your accident, cancer or hospital indemnity plan.
[CUSTOMER][NEUTRAL] It's gonna be on the hospital indemnity. It's actually for my son [PII], uh, for a surgery he just recently had, I think I, well, I know I sent in the wrong information, so I had to provide them with some.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Different information and um I just wanna make sure that I I did do that right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, looks like.
[CUSTOMER][NEUTRAL] If they they have what they need.
[AGENT][NEUTRAL] Mhm. Yeah, it looks like they did. Uh, they're getting ready to make a payment. It looks like it's being processed today.
[AGENT][POSITIVE] But I do see that they're getting ready to send the payment out.
[CUSTOMER][NEUTRAL] So they're gonna process the payment today. Do you know what it is? Do you know what the payment will be for?
[AGENT][NEUTRAL] Right now it's showing an amount, but I cannot guarantee that because it's not fully completed, um, it's gonna be completed uh tonight, um, so the more than likely that you'll be the explanation of benefits and the check is gonna go out on Monday, um.
[CUSTOMER][NEUTRAL] What is the amount that's showing?
[AGENT][NEUTRAL] Right now it's showing it looks like 600.
[CUSTOMER][POSITIVE] Yeah, that's probably right, that sounds about right.
[AGENT][NEUTRAL] OK, so yes, so.
[CUSTOMER][NEUTRAL] And it would, and it, and it would go out.
[CUSTOMER][NEUTRAL] When, what day you said?
[AGENT][NEUTRAL] More than likely it's gonna be Monday before it goes out because it goes overnight um and it looks like they're processing and they're working on it today. So it's either gonna be overnight tonight or it's gonna be until Monday overnight Tuesday so it really depends on the system, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, good, so they, they have what they need perfect.
[AGENT][NEUTRAL] Yes, yes. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm, that's it.
[AGENT][POSITIVE] OK, thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye