AccountId: 011433970860
ContactId: 169ca790-3bf4-415c-a00e-79b512062d04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143710 ms
Total Talk Time (AGENT): 51455 ms
Total Talk Time (CUSTOMER): 62076 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/2025/05/02/169ca790-3bf4-415c-a00e-79b512062d04_20250502T13:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey, how you doing? My name is uh [PII]. I'm calling to check on a um, a claim that I had um submitted.
[AGENT][NEUTRAL] OK, yes, sir. I can verify claim status for you, Mr. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number at this time.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Oh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And which policy was it for? Because I saw you have a critical illness and a disability.
[CUSTOMER][NEUTRAL] Um, actually this was, this was, uh, um, it was for the, uh, reimbursement, I guess for the, um, the annual wellness.
[AGENT][NEUTRAL] Oh, OK, and verify your date of birth, mail address and email address for me please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. Um, I think I used the life is too Short [PII].
[AGENT][POSITIVE] That's a good one.
[AGENT][NEGATIVE] Life is too short.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] I do show a claim that processed on [PII] and it looks like it was, uh, the payment was sent by direct deposit.
[CUSTOMER][NEUTRAL] Oh, it was. Oh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I gotta go back to my car. I didn't see it deposited, but I'll, uh, double check. You said [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK, well I'll, I'll check my records then it might have already, uh, got put in. OK, well thank you.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.