AccountId: 011433970860
ContactId: 0968a04a-466b-4154-bade-029002dceea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328200 ms
Total Talk Time (AGENT): 149687 ms
Total Talk Time (CUSTOMER): 93559 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0968a04a-466b-4154-bade-029002dceea5_20250219T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I just
[AGENT][NEUTRAL] I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. How may I help you, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I, I just got a text message that my claim is now complete, but I can't I'm online and I don't know how to find it.
[AGENT][NEUTRAL] What's your
[AGENT][NEUTRAL] What's your policy number, please?
[CUSTOMER][NEUTRAL] Um, hold on, let me see, it is 256-075-0.
[AGENT][NEUTRAL] And what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and one moment while I pull your account up and have you verify some information and then I'll give you the status of your claim. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And verify your date of birth followed by your physical mailing address please.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. OK, give me one moment to check the status on your claim.
[CUSTOMER][NEUTRAL] It says there's
[CUSTOMER][NEUTRAL] Do you need the last two digits of the claim numbers?
[AGENT][NEUTRAL] No, I don't.
[AGENT][MIXED] Thank you but I don't.
[CUSTOMER][POSITIVE] Great. [PII].
[AGENT][NEUTRAL] OK, so it's its claim number 3536518.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEGATIVE] And let's see, hold on one second, hold on 1 2nd, and this is not, this can't be the right one because this is an old claim.
[CUSTOMER][NEUTRAL] Hold on, let me look at, let me, let me.
[CUSTOMER][NEUTRAL] No, that, yeah, I was gonna say the ones that I'm talking about ending 37 and 46.
[AGENT][NEUTRAL] One moment, let's see here.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for your patience.
[AGENT][NEUTRAL] OK, what policy are you calling regarding? Are you calling regarding uh a cancer policy? Are you trying to check on your uh uh medical policy? Which one?
[CUSTOMER][NEUTRAL] Cancer, do you want the claim numbers?
[AGENT][NEUTRAL] You can give it to me, but I don't see a recent claim number. What claim number do you have?
[CUSTOMER][NEUTRAL] 356-543-7
[AGENT][NEUTRAL] Uh-huh, that's the only one?
[CUSTOMER][NEUTRAL] 356-544-6
[AGENT][NEUTRAL] OK, let's take a look here. One moment.
[AGENT][NEUTRAL] Is this claim, I don't know what the problem is, is this claim for you or someone else on your policy?
[CUSTOMER][NEUTRAL] It's for my husband.
[AGENT][NEUTRAL] OK, that's the problem. So when you're calling in and you, you need the status, you need to identify who it's for. So it's for your spouse that was the issue. I was looking up under you because you, you said you were checking on yourself, one moment.
[CUSTOMER][NEUTRAL] Well, yeah, I mean, uh.
[CUSTOMER][NEUTRAL] Well, I mean, you asked me to identify myself and I didn't know you.
[AGENT][POSITIVE] Right. Mhm. There's no problem. We, we have it resolved now, so one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So, uh, the claim ending in 5437 was processed on yesterday. That was a wellness uh uh claim for a colonoscopy and it paid $50.
[AGENT][NEUTRAL] So then that's a paper check coming in the mail.
[AGENT][NEUTRAL] And let's check.
[CUSTOMER][NEUTRAL] $50 you said?
[AGENT][POSITIVE] Yes, ma'am, that's your benefit. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's check this other one.
[AGENT][NEUTRAL] Claim number 356-544-6 processed on yesterday as well. It's making a payment of $1,131.75. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] And that's paper copy as well.
[AGENT][NEUTRAL] Exactly, mhm, if you want direct deposit in the future, you will need to sign up for that, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you so very much.
[AGENT][POSITIVE] You're welcome. You have a great day, Ms. [PII] and, and thanks for calling APL. All right. Bye-bye.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Uh-huh, bye-bye.