AccountId: 011433970860
ContactId: 18c7d901-10c0-4033-810f-8e28b2450fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265440 ms
Total Talk Time (AGENT): 75120 ms
Total Talk Time (CUSTOMER): 122351 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/18c7d901-10c0-4033-810f-8e28b2450fcf_20250113T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, good morning. This is [PII]. I'm just calling in, in, uh, reference to my, uh, claim. Uh, I believe it is complete, uh, and I was wondering if it was gonna be mailed the money or direct deposit to my checking account.
[AGENT][NEUTRAL] OK, and spell your name for me?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Oh hold on, let me get it for you. Give me a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] 239-738-9
[AGENT][NEUTRAL] And what's a good phone number for you in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] I was thinking to myself last night like how am I gonna go about this.
[CUSTOMER][NEGATIVE] And it's like they can't.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] A [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and we're checking a claim status?
[CUSTOMER][NEUTRAL] Yes, it shows that you have completed the the claim and the amount is there. Um, I was just, and I, I got a notification and I went ahead and inputted my account number and my routing number for my account, but I wasn't sure if you were gonna mail it to my address or it was gonna be sent to my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is a claim for you or someone else?
[CUSTOMER][NEGATIVE] No for me.
[AGENT][NEUTRAL] OK. You gave me policy 02397389.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it was actually processed under policy number 120.
[AGENT][NEUTRAL] 5602.
[AGENT][NEUTRAL] And that was done on the [PII].
[CUSTOMER][NEUTRAL] Yes, on the [PII].
[AGENT][NEUTRAL] And the [PII].
[AGENT][NEUTRAL] Was
[AGENT][NEUTRAL] Oh, Tuesday, last Tuesday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last Tuesday, yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm showing that it was a check was mailed.
[CUSTOMER][NEUTRAL] Oh, a check was mailed to [PII].
[AGENT][NEUTRAL] Mhm what's your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And verify your date of birth and email.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, it was mailed to the address that you verified?
[CUSTOMER][NEUTRAL] OK, when was it mailed out, you don't know.
[AGENT][NEUTRAL] The next business day on [PII], so I would allow more time to receive it.
[CUSTOMER][NEUTRAL] So we should have already been there, right?
[AGENT][NEUTRAL] I mean once it leaves our office, we can't verify how long it's gonna take to get there, you're next door, so it shouldn't take that long, but the [PII], today is the [PII], um, I will allow more time to receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. OK, I'll, I'll check, uh, I'll check with, uh, with, uh, with my neighbor as well. OK. Thank you so much, man. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, all right, Mr. [PII]. Any other questions I could help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been a lot of help. Thank you so much.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.