AccountId: 011433970860
ContactId: 27aa36a1-fa86-4ab1-aafe-3a3379b6ac84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172759 ms
Total Talk Time (AGENT): 81679 ms
Total Talk Time (CUSTOMER): 64279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/27aa36a1-fa86-4ab1-aafe-3a3379b6ac84_20250319T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I need some information, please. I filed a claim, uh, [PII], probably 3 weeks ago. Just wanted to be sure y'all got it.
[AGENT][NEUTRAL] OK, well, I can definitely take a look and see if your claim's been received. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 649238
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] And I have you here
[CUSTOMER][NEGATIVE] I sent a claim in back in early December and, and waited and waited and calling y'all never got it, so try it again.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I'm sorry, I lost my train of thought. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] I'm at [PII].
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so you said you mailed, or you sent the claim in in December?
[CUSTOMER][NEUTRAL] Well, yeah, but y'all never got it, so I sent a new one in about 3 weeks ago.
[AGENT][NEUTRAL] So, looks like we received.
[AGENT][NEUTRAL] On [PII], we received the claim. [PII] of this week. Is it for? Well, it's a few dates on here.
[AGENT][NEUTRAL] Um, it looks like it's for a surgery for dermatology. Is this for dermatology?
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] OK. So yes, sir, we have received it. I mean, it looks like it just finished processing yesterday. There's a payment of $108 that's coming to you. Let me see.
[AGENT][NEUTRAL] And it looks like it was a paper check, so that went, that check went out um today as well.
[CUSTOMER][POSITIVE] OK, well, that sounds good. I appreciate the information. Like I said, I, I sent it in December and waited and waited and never heard anything, so.
[AGENT][NEUTRAL] This morning at [PII].
[CUSTOMER][POSITIVE] [PII], a month or two ago I called back and y'all had not gotten it. So anyway, good news. Thank you.
[AGENT][POSITIVE] Yes, sir. You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all today. You've helped a bunch and I appreciate it. Made my day.
[AGENT][POSITIVE] You're welcome. Well, thank you. You may mine too. You just don't know. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] I sure will, man. I hope you do too. Thank you so much.
[AGENT][POSITIVE] Thank you. Thank you. Bye-bye.