AccountId: 011433970860
ContactId: 27c39f11-541f-4c6f-bfe4-26dc3a5c8ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364019 ms
Total Talk Time (AGENT): 119741 ms
Total Talk Time (CUSTOMER): 137834 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/27c39f11-541f-4c6f-bfe4-26dc3a5c8ea2_20250213T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hey, good morning. Listen, my name is [PII], and I'm calling to uh check with you and, and, um, see um if anything else is needed, uh, for my um for my benefits.
[AGENT][NEUTRAL] For your claim?
[CUSTOMER][NEUTRAL] Uh, supposedly my doctor, yes ma'am, my, my doctor supposedly mailed in their stuff and then, uh, I was gonna, uh, have my checks mailed to me instead of um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Sent to an account uh account routing number.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], um, I can help you with your claim. Can you give me your callback number, sir?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your policy number?
[CUSTOMER][NEGATIVE] Oh, I, can I give you my social? I never have it on hand.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[CUSTOMER][POSITIVE] Thank you ma'am, I appreciate your help. I know you're busy.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] Oh, well, this is what I do. It's I'm here to help you.
[AGENT][POSITIVE] No problem at all.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, so what is your
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] It's no problem. What's your birth date?
[CUSTOMER][NEUTRAL] Uh, that would be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, um, [PII]. Uh, my email is um [PII], and what was the first thing you needed?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so I do see that some paperwork was sent in on [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, through the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at it.
[CUSTOMER][NEUTRAL] Thank you. I'm trying to make sure my doctor sent the uh uh my doctor is supposed to send their party and I'm trying to make sure they sent their party in.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like a disability claim form was also sent in on [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Uh, is, is that from me or from the doctor?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Uh, it does not
[CUSTOMER][NEUTRAL] Oh that's for me.
[AGENT][NEGATIVE] It doesn't, it did not come through the online service center.
[CUSTOMER][NEUTRAL] OK, because they were gonna fax theirs.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so we did receive a claim form on [PII] also and um it's got a remark on it and remarks are just notes and it says benefits pending, the benefit is pending and will be released after the [PII] of the month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] That sounds wonderful and um I'm kinda concerned about um I'm kinda concerned about uh my money going to a um to a uh can you send me a form where I can change my routing number and um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, what is it? Uh, it's a form where you send me where I changed my, my routing number and account number.
[AGENT][NEUTRAL] Yes sir, it's um bank authorization form.
[CUSTOMER][NEUTRAL] And then I, then I'm supposed to send it.
[CUSTOMER][NEUTRAL] Yeah, can you send me that and then I can send it back to you?
[AGENT][NEUTRAL] Yes sir, let me, um, I'm gonna put you on a brief hold while I get that form together for you so it's gonna be just a second I'll get it to you, um.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it ma'am.
[AGENT][NEUTRAL] Make sure it gets mailed out to you. Yes, sir. I'm gonna put you on a brief hold. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Mr. [PII], I've got that on the way to you.
[CUSTOMER][POSITIVE] OK, I sure appreciate your help ma'am and you have a blessed day and um a great weekend coming up.
[AGENT][POSITIVE] You too, we appreciate you calling APL and being a customer. You have a blessed weekend also. Thank you, Mr. [PII]. I appreciate that.
[CUSTOMER][POSITIVE] Thank, thank you, bye bye ma'am.
[AGENT][NEUTRAL] Bye-bye.