AccountId: 011433970860
ContactId: 20233b99-22c0-428f-82a4-b535b132a256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221080 ms
Total Talk Time (AGENT): 68231 ms
Total Talk Time (CUSTOMER): 59899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/20233b99-22c0-428f-82a4-b535b132a256_20250213T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling in regards to a claim for one of our policyholders. It says online that it processed, so I'm just calling for the payout amount if it actually I'm calling if it approved or denied, and if it did, what was the payout amount?
[AGENT][NEUTRAL] And may I have your name and a call back number and where you're calling from?
[CUSTOMER][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And I'm calling from R&B Insurance Services.
[AGENT][NEUTRAL] OK. And may I have uh the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] The policy number is 258-874-7.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII], and well, the policyholder is [PII] the.
[CUSTOMER][NEUTRAL] Dad, but, um, the date of birth for [PII] is [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, it's gonna be one minute. I need to verify you one moment.
[CUSTOMER][POSITIVE] All good thank you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so you're from the broker's office, correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] All right, so it looks like the claim was processed [PII], um, and this was for an urgent care visit on [PII], and we send a benefit amount. OK, perfect, and we send a benefit amount of let's see.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] 2600.
[CUSTOMER][NEUTRAL] And that was the payout amount for that one?
[AGENT][NEUTRAL] Do you remember?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Alrighty and then was that a check by chance like was that mailed out or was that a direct deposit?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me check
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Direct deposit.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Alrighty, that's all I had. I will relay that information to the policy order then.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, well, thank you for calling APL. You have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm