AccountId: 011433970860
ContactId: 1dffede1-be6a-4654-9fda-2577f575080f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448329 ms
Total Talk Time (AGENT): 173628 ms
Total Talk Time (CUSTOMER): 214735 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/2025/01/17/1dffede1-be6a-4654-9fda-2577f575080f_20250117T20:42_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, I was just calling to check on the.
[CUSTOMER][NEUTRAL] Um, I had filed for the claim. Um, I was just wanted to see when I would be receiving that payment in direct deposit if you could help me.
[AGENT][NEUTRAL] OK, I can check, yes I can help you with your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you please give me your name?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets disconnected, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's uh 02299929.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you and then also can you verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, the address is uh [PII]. Zip code is [PII], um.
[CUSTOMER][NEUTRAL] Let's see, what else did you need? My phone number [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. I appreciate you verifying that information for me. So let me, um, look.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if I can find.
[CUSTOMER][NEUTRAL] Yeah, cause everything was sent in already. I just, I thought I was gonna get it on the [PII].
[CUSTOMER][NEUTRAL] But I don't know. I, I was just.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, OK, I do show that you sent something in on.
[AGENT][NEUTRAL] [PII] is that when you send it?
[CUSTOMER][NEUTRAL] Uh, we, uh,
[CUSTOMER][NEUTRAL] Probably so that other second form, yes, ma'am. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see that they have and it's pending for payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To pay the benefit after [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK so I won't get it till the.
[CUSTOMER][NEUTRAL] Till February then?
[AGENT][NEUTRAL] Right. Be paid after [PII] is what it.
[AGENT][NEUTRAL] The remarks on it says.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That would be in February. You said on the [PII]?
[AGENT][NEUTRAL] Right, it's got a remark on there that they're it's pended they're processing and.
[AGENT][NEUTRAL] The benefits pended and will be released after the [PII] of the month of February.
[CUSTOMER][NEUTRAL] Oh OK, so after February I'll still get one more in March, uh.
[CUSTOMER][NEUTRAL] Like, uh, cause I think I'm gonna be out of work for like 3 months, so.
[CUSTOMER][NEUTRAL] I just barely had the surgery on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, um, how much, uh.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] How do, how, how can I explain it to you? Um.
[CUSTOMER][NEUTRAL] Let's see, they, they only help me up for like 3 months with that short term? Is that how that goes?
[AGENT][NEUTRAL] Right, it's a right, and this is just to verify your benefits. It's not a guarantee of payment. Yes, it's 3 months. Every month you have to send in that claim form with your portion filled out, the doctor's portion filled out, and your employer's portion filled out and your benefits, your monthly benefits is $1400.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because we already had did all that with the doctor and all that because I had, uh, when I had called just last couple of weeks ago and she said that everything was fine to send my portion that one paper that I had to send them back, um, because I thought, yeah, so, OK, but I just didn't know when I was gonna get another, uh, check in the, you know, because I was gonna, you know, for my bills and stuff I'm just kinda, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it, it won't be till February then, so, OK, yeah, I don't, I don't know why I was thinking it was gonna be this month that I'll be getting one, but I guess not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, OK, because I did get one in January at the end of the month I got one.
[CUSTOMER][NEUTRAL] Just throw that on there? Is that what?
[AGENT][POSITIVE] Oh, well, that's nice. Yeah.
[CUSTOMER][NEUTRAL] Yeah, does it show it on there that I got one on [PII] at the end of the month I think.
[AGENT][NEUTRAL] Yeah, just, um, yes, I can check that. Just give me one second and I'll look over there and see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what it says.
[AGENT][POSITIVE] I finally pulled in for me.
[AGENT][NEUTRAL] Yes, I do see that.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] They said payment by direct deposit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh yes, I do see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, let's see, so then, uh, they're skip in January, so, is that because I got one in February in January?
[CUSTOMER][NEUTRAL] Wait, is it because I got.
[AGENT][NEUTRAL] Right, that came in January.
[AGENT][NEUTRAL] The next one would be February.
[CUSTOMER][NEUTRAL] And then I'll have one more from.
[AGENT][NEUTRAL] And they usually pay, they usually pay on or around the [PII] of each month.
[CUSTOMER][NEUTRAL] OK, uh, so then I'll have one more in March coming?
[CUSTOMER][NEUTRAL] That'll be 3 and that's it.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Or something like that or?
[AGENT][NEUTRAL] Right. Once the examiners look at the one for March, of course that hasn't been um sent to me in yet, but once, yes, that would be your 3 months. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, alrighty, well, I just wanted to see, yeah, check on that to see when I would be getting another one so I could know, you know.
[AGENT][NEUTRAL] Yes, ma'am. I understand. Yes, I would be checking too.
[CUSTOMER][POSITIVE] Yeah, OK, well, thank you for
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you get to feeling better and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes ma'am, thank you again bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.