AccountId: 011433970860
ContactId: 15980e5f-e91b-441e-871d-b8e7eeb0984c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204779 ms
Total Talk Time (AGENT): 102076 ms
Total Talk Time (CUSTOMER): 47758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/15980e5f-e91b-441e-871d-b8e7eeb0984c_20250602T12:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII]. I was just calling to check on the uh status of a claim.
[AGENT][POSITIVE] OK. Happy to check on a claim for you. Do we have the policy number?
[CUSTOMER][NEUTRAL] It is 256-603-0.
[AGENT][NEUTRAL] Alright, let me pull this up.
[CUSTOMER][NEUTRAL] When you get done, I'm gonna ask you another question too.
[AGENT][NEUTRAL] And can I get the first name and last name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And you're calling from our provider's office?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You're the insured?
[CUSTOMER][NEUTRAL] Oh, my insurance just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, lastly I just need to verify the address please.
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, let me look at the most recent claim.
[CUSTOMER][NEUTRAL] I did one on the [PII].
[AGENT][NEUTRAL] Yeah, I see that one.
[AGENT][NEUTRAL] OK, so it looks like that was processed on the [PII]. It's showing of May, um, and there was a benefit payment sent for $500.
[CUSTOMER][NEUTRAL] OK, so I got 5, so that was on the [PII], so it hasn't hit my account yet, is it?
[AGENT][NEUTRAL] Probably not because it was done direct deposit, but it was processed on Friday and with today being Monday I would say you should probably see it by tomorrow or Wednesday um usually direct deposit just takes a day or two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for $500 right?
[AGENT][NEUTRAL] Mhm. Correct, $500 was the benefit amount.
[CUSTOMER][NEGATIVE] OK, nothing gonna ask you, y'all change your website up?
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Cause I used to get on mine and I.
[CUSTOMER][NEGATIVE] I can, I can put my email address in there, but every time I put my password like I don't wanna take it.
[AGENT][NEUTRAL] OK, yeah, I apologize so yes we did um we did launch um a new online service center. um if you haven't, you'll need to re-register, which means you'll need to click that link that says create your OSC account um if you're having, if it's giving you a hard time, um, we have had some reported issues this morning, so maybe just wait a little bit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then see if you can get back in, but you will have to register with your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Yeah, not a problem. Did you have anything else I could help with?
[CUSTOMER][POSITIVE] No, that was it. I appreciate your help, ma'am.
[AGENT][POSITIVE] You, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.