AccountId: 011433970860
ContactId: 0cd89106-6593-4a86-bcf8-3a99c35b6a37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132809 ms
Total Talk Time (AGENT): 52059 ms
Total Talk Time (CUSTOMER): 54940 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0cd89106-6593-4a86-bcf8-3a99c35b6a37_20250513T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling with World Insurance, the broker's office, and I'm just calling, um, I submitted a claim for a member on the portal. I see it's been processed and I just wanna confirm it's been, um, paid out.
[AGENT][NEUTRAL] OK, yes, ma'am. Uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 251-741-0
[AGENT][POSITIVE] Thank you so much and your callback number in case the call drops?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And you're calling from again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] World Insurance Associates.
[AGENT][NEUTRAL] Let's see, and the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, patient is [PII] and date of birth is, get there uh.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and calling about a claim. And uh do you happen to have a claim number or the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Claim number is 3600155.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see, I apologize my computer is moving a little slow.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] I know how that happens.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it looks like the claim was processed on yesterday, so a check could go out today, uh, to the insured.
[CUSTOMER][NEUTRAL] To the member?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the the amount of 300 correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That'll be it. Have a wonderful day.
[AGENT][POSITIVE] Yes ma'am, you too, thank you for calling APO Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Mm bye bye.
[AGENT][NEUTRAL] Bye.