AccountId: 011433970860
ContactId: 20a1faa4-1b5e-4ca9-abf6-61633fe4719f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482940 ms
Total Talk Time (AGENT): 190265 ms
Total Talk Time (CUSTOMER): 166135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/20a1faa4-1b5e-4ca9-abf6-61633fe4719f_20250506T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. How you doing?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great, just trying to see if I can call and check on a claim for one of our customers.
[AGENT][NEUTRAL] Yeah, let's check on that. What's their policy number?
[CUSTOMER][NEUTRAL] Alright, policy number is 2572267.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then [PII], if I could get the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and date of birth [PII].
[AGENT][NEUTRAL] Alright, and then what's the data service we're looking for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's two separate checks that were processed. I I have the last.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Three of both claim numbers it's 587 and 604.
[AGENT][NEUTRAL] 587604. OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so the one ending in 587 looks like that it was processed on [PII]. There was a benefit amount sent in the amount of $1100. It was a single check sent to the insured.
[AGENT][NEUTRAL] And so it would have been sent out around [PII] since that's when it was processed.
[CUSTOMER][NEUTRAL] OK, and you said that was a paper check?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, do you show that that one has been um cashed?
[AGENT][NEUTRAL] Let me see here one moment.
[AGENT][NEUTRAL] It does show cash, yeah.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then the next.
[CUSTOMER][NEUTRAL] And I think we have the rest of this set up on ACH.
[AGENT][NEUTRAL] Yeah, let's see here.
[AGENT][NEUTRAL] Other one.
[AGENT][NEUTRAL] Uh, the next one, the one ending in 604 was processed on 52. That one was done by ACH, so the insured, I feel like should have the payment by now. It was a benefit amount of $400.
[CUSTOMER][NEUTRAL] Got it. OK, so 400 on the 1st 1, 1100 on the.
[CUSTOMER][NEUTRAL] Well, on the 1st 14 1100 on the 1st 1, 400 on the second one, OK.
[AGENT][POSITIVE] Yeah, absolutely, yep.
[CUSTOMER][POSITIVE] Perfect, um, I do have one more person if you don't mind.
[AGENT][NEUTRAL] No, not a problem. What's the next policy whenever you're ready?
[CUSTOMER][POSITIVE] OK, I'm gonna jump to that one. I apologize. I thought I had it.
[CUSTOMER][POSITIVE] Right here, but I'll have it up super quick here.
[AGENT][NEUTRAL] No rush.
[CUSTOMER][NEUTRAL] Hi, this guy, him and his wife all of a sudden went through some terrible stuff at the same time. I'm like, it's crazy how how life works out sometimes, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Now I see something's processed and something says in progress that's just.
[CUSTOMER][NEUTRAL] The luck of me pulling up this person right now let's see, OK.
[CUSTOMER][NEUTRAL] For this person it is the policy number mainly that's being used is 257.
[CUSTOMER][NEUTRAL] 224 5
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then [PII], if I can just get insured's name and date of birth, one of them.
[CUSTOMER][NEUTRAL] It should be [PII] and it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and is a claim for [PII] or [PII]?
[CUSTOMER][NEUTRAL] Um, there's a couple in there. It looks like the only one processed so far is for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] had one submitted on [PII]. That looks like processed just today. Uh, looks like they're on automatic payment, so a benefit amount was sent in $400 the amount of $400.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, let me see here and I apologize, um, I was looking at the one that ended in 919, is that the one you're looking at?
[AGENT][NEUTRAL] Oh, no, that's the one after that that shows in progress that just paid out today.
[CUSTOMER][NEUTRAL] OK, so the one you're talking about is the one that ends in 689?
[AGENT][NEUTRAL] 689. Mhm.
[CUSTOMER][NEUTRAL] OK, so 6689.
[CUSTOMER][NEUTRAL] Yes, I apologize, you said that one's 400.
[AGENT][NEUTRAL] 400 and that's on EFT automatic payment, so, but just process, so they'll, it'll be a couple days before they probably see that payment.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Alright, and the one that's 919.
[AGENT][NEUTRAL] And then the one.
[AGENT][NEUTRAL] Yeah, that one looks like was paid on [PII]. It was a check sent out in the amount of $1900.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] It does still show outstanding.
[CUSTOMER][NEGATIVE] That was my fear, yeah.
[CUSTOMER][NEUTRAL] Alright, so that has not been cast.
[CUSTOMER][NEUTRAL] These, these paper checks have become a burden, uh, but the mail, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I hear you so.
[CUSTOMER][NEUTRAL] Cause everybody's saying, oh, I didn't get it. I'm like.
[AGENT][NEUTRAL] I will say if
[CUSTOMER][NEUTRAL] So I'll let them know they still got a float 1900 out there.
[AGENT][NEUTRAL] Yeah, if they don't see it or have it in their possession by the [PII] of this month, call us back we'll void it and we'll reissue payment.
[AGENT][NEUTRAL] Um, and then we can do a direct deposit.
[CUSTOMER][NEUTRAL] OK, I'm thinking that they don't have it in the next week they're probably gonna ask me to stop payment on it because they, you know what I mean? um, so I will look into that one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] OK, the.
[AGENT][NEUTRAL] And then did you want [PII]'s because [PII] had uh one ending in 547. It did process and pay just today. I can give you that.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, perfect.
[AGENT][NEUTRAL] Alright, so that one for [PII] paid out 1100.
[AGENT][NEUTRAL] And again that was today so they should see that 400 payment and this 1100 for [PII] coming this week.
[CUSTOMER][NEUTRAL] OK, and that's ACH on that one?
[AGENT][NEUTRAL] Uh-huh, that one is, uh-huh.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, so I see all kind of uploads here so I was just trying to make sure I had it had it all right.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][POSITIVE] I know that that must be a wellness what they're attempting to do up there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think we're good. I think we're good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I will, I'm gonna write all this down if I have any questions I'll reach out to you and um.
[CUSTOMER][POSITIVE] I appreciate your time.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Uh-huh, bye bye.