AccountId: 011433970860
ContactId: 25c45f81-de6c-4c8d-a6ee-96a3058e6143
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204179 ms
Total Talk Time (AGENT): 101236 ms
Total Talk Time (CUSTOMER): 117943 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/25c45f81-de6c-4c8d-a6ee-96a3058e6143_20250527T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have a reference number for a claim that I'd like to get some information on.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. What's the number that you have?
[CUSTOMER][NEUTRAL] 359.
[CUSTOMER][NEUTRAL] 7475.
[AGENT][NEUTRAL] Alright, let me pull it up.
[AGENT][NEUTRAL] And is this a claim for yourself under your policy or you're calling from a provider's office?
[CUSTOMER][NEUTRAL] It's under
[CUSTOMER][NEUTRAL] Um, it's my policy. [PII] Fine side it's for my husband [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. And then I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Mhm, yes, my date of birth is [PII]. Uh, address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much. All right, so I've got this claim pulled up what kind of questions did you have in reference to this?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, it said it was complete and it's and it's showing that it's got like $8000 on the first one and then like a $50.01 that they're paying benefits they're paying but I don't know I mean I know that that was just processed, but do they just mail a check? Is that what they do? I don't, you know, I've never, it's our first time to ever make a claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, absolutely. Let me see.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] And so I wasn't quite sure how because I know that $50.01 has been in there for a while.
[CUSTOMER][NEGATIVE] Um, and we've never received anything, so, but I realized, well, it's maybe because I never set anything up either.
[AGENT][NEUTRAL] Mhm, OK, so I do show actually that there is, oh, let me come back here, sorry.
[CUSTOMER][NEUTRAL] Or I may have when I set everything up, you know, previously.
[AGENT][NEUTRAL] Yeah, I was gonna say I do see that there's direct deposit set up so.
[CUSTOMER][NEUTRAL] Oh, is there? OK, well, when I went online and did all that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, I, I set it up so long ago that uh you know when I first got it that I didn't really remember.
[AGENT][NEUTRAL] Yes, ma'am. Yeah, absolutely. So, yeah, it was done on the [PII], that's when the claim was processed. Um, so it looks like it was sent direct deposit and it was sent to an account. It shows ending in [PII], I believe.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah, so that's where you'd want to check for that, yeah.
[CUSTOMER][NEUTRAL] So OK, so let me go.
[CUSTOMER][NEUTRAL] To check, OK, let's see, I can do that really quick. Well, of course in the banks were closed yesterday, you know, so we're just fine, um, but I just, you know what I mean?
[AGENT][NEUTRAL] Oh, yeah, yeah, yeah.
[AGENT][POSITIVE] Yeah, I didn't even think about that today is Tuesday. You're absolutely right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm so I wasn't quite sure um it doesn't show anything pending or anything.
[AGENT][NEUTRAL] OK, but that's, that's fair because I didn't even, [PII], I apologize. Yeah, the [PII] was Friday and then yesterday was a holiday, so yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A holiday, right, OK, so just kind of keep watch of that then.
[AGENT][POSITIVE] Yeah, you should see it. I would think in the next day or so since it was direct deposit for sure.
[CUSTOMER][NEUTRAL] OK, well, I'll just keep checking and I did not even realize that that I look at me go. I set it up as a direct deposit so didn't know I did that oh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely. Not a problem. Anything else I can check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was it. I certainly appreciate it.
[AGENT][POSITIVE] Oh, my pleasure. I hope you have a blessed day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you you as well mhm bye bye.
[AGENT][NEUTRAL] Bye bye.