AccountId: 011433970860
ContactId: 1a891194-739c-4399-9611-68384d35bf15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304959 ms
Total Talk Time (AGENT): 110424 ms
Total Talk Time (CUSTOMER): 163350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/1a891194-739c-4399-9611-68384d35bf15_20250624T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] Broker Resources. I have a transfer call. I've got a broker's office calling to check the status on a claim, and I'm just gonna tell you now I forgot to ask who the dependent was or calling on a dependent of this person, so I apologize.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, that's OK. Did we get a policy number or anything?
[CUSTOMER][NEUTRAL] Mhm, yeah, I did get that. It's 196-0612 for [PII] something like that and I have [PII] with Horizon Financial. She's with the broker's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her call back number let me know if you're ready. Sorry, I'm talking too fast.
[AGENT][POSITIVE] No, go ahead, [PII], you're good.
[CUSTOMER][NEUTRAL] OK, OK, it's [PII].
[AGENT][NEUTRAL] OK. All right. Go ahead and send [PII] over [PII], yup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll hold on, give me one second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Hi [PII]. Yes. Hi, I've got a lady on the line that's gonna help you uh with that claim status, OK? OK, perfect thank you. All right, have a good day thanks for calling APL bye bye. Take care bye.
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII] over in customer care. If I could just verify who we're checking the claim for, what's the name and date of birth?
[CUSTOMER][NEUTRAL] Yes, good morning. So it will be for a dependent under uh a small sneezer.
[CUSTOMER][NEUTRAL] Um, you want the, the offer of a well or the dependent?
[AGENT][NEUTRAL] The dependent.
[CUSTOMER][NEUTRAL] Uh her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Let's see here.
[AGENT][NEUTRAL] What's the data service that we're checking on?
[CUSTOMER][NEUTRAL] Um, give me a quick second. It will be [PII]. I have the claim number.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Is it claim number 3582641?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not pretty sure I have the confirmation from IPL when I submit the claim through the the portal that is OSC 95,530.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, OK, yeah. So the claim is received, yep, on [PII] and then processed [PII], and it looks like there was a benefit payment sent for $32.24 and it looks like it was sent to the insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it. um, the insurer advised me that she hasn't received the check at the moment. Um, are you able to check if somebody cashed out the check or anything related or if we can reprint the the check if it's possible?
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was sent to [PII]. Is that right?
[CUSTOMER][NEUTRAL] Give me a second, let me review my records. Yes, correct, that's the correct address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the check is.
[CUSTOMER][NEUTRAL] It's possible to send it to the uh huh go ahead I'm sorry.
[AGENT][NEUTRAL] No, that's OK. The check is showing that it was cashed.
[CUSTOMER][NEUTRAL] It was cash.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me write it down here so I can tell them cash.
[CUSTOMER][NEUTRAL] OK, and it doesn't reflect uh a bank account or something like that, no?
[AGENT][NEUTRAL] No, it was a single paper check that was mailed out to him.
[CUSTOMER][NEUTRAL] Got it. OK, and you said it was 32 with how much?
[AGENT][NEUTRAL] $32.24.
[CUSTOMER][NEUTRAL] 24. OK, what day it shows you, uh, that it was cash out, so I can advise the customer in case they forgot.
[AGENT][NEUTRAL] Um, let's see, the last status date was on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So, yeah, I mean if it was not cash by them, then we can definitely look into that um if we needed to to reissue, but just double check with them first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will tell them that to review further, um, just in case, um, the check was supposedly cashed out on [PII] by the amount of 32 with 24 cents.
[AGENT][NEUTRAL] Mhm. 3224, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will tell them to review their bank accounts and the statements and call for if they don't see the the transaction on their back end.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. Have a great day.
[AGENT][NEUTRAL] You too [PII] bye bye.