AccountId: 011433970860
ContactId: 25a700a8-6ee7-483d-a37b-ed3ce5f80a11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156520 ms
Total Talk Time (AGENT): 90334 ms
Total Talk Time (CUSTOMER): 44895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/25a700a8-6ee7-483d-a37b-ed3ce5f80a11_20250307T23:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just wondering uh what was the status on my wellness claim?
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have the policy number or the claim number?
[CUSTOMER][NEUTRAL] Um, I have my social.
[AGENT][NEUTRAL] OK, we can pull
[CUSTOMER][NEUTRAL] I don't have that with me.
[AGENT][NEUTRAL] OK, we can pull that. What's your social?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much. Give me just one moment here.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I mailed it in, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I can get your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then I need to verify, please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII]. My birth is uh [PII].
[AGENT][NEUTRAL] Thank you. And then the email address on file is [PII]. Is that still a good email for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So it looks like we did get a claim reported on the [PII]. Let me pull this up.
[AGENT][NEUTRAL] So it looks like the claim was processed on the [PII], so that would have been today's the [PII], this week, I believe. Yeah, it looks like it was processed on Monday. So the benefit payment was sent out to you, it looks like in a check of $50. So it was, yeah, so it looks like it was sent to the [PII]. Is that still, that's valid? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh-huh, yes.
[AGENT][NEUTRAL] Alright, so yeah, it looks like.
[CUSTOMER][NEUTRAL] So I guess it should be here any day.
[AGENT][NEUTRAL] It was, yeah, I was just done on Monday, so you may get it tomorrow or at the latest on, you know, Monday, but yeah, it, it was approved and it looks like processed on Monday.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, have a great weekend thank you so much.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. OK, bye