AccountId: 011433970860
ContactId: 09a88ead-cea7-4032-a9f9-68f5a33d33f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164350 ms
Total Talk Time (AGENT): 62527 ms
Total Talk Time (CUSTOMER): 59257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/09a88ead-cea7-4032-a9f9-68f5a33d33f4_20250228T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I am wondering where I'm at with my claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I don't know. I know my membership number.
[AGENT][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] Uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And what's your um last name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify your claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show a claim process on the [PII] last Friday and looks like a check was mailed to any amount of $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you guys paid just 300.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Even, OK.
[CUSTOMER][NEUTRAL] Because that's not showing on their side yet, but if that was just mailed last Friday, it wouldn't be there yet.
[AGENT][NEUTRAL] Um, probably not. Well, the payment was sent to you because it looks like you submitted a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the check was sent to me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][NEUTRAL] Bye.