AccountId: 011433970860
ContactId: 32ad1d10-8daa-4394-aca6-6000bd866e6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464399 ms
Total Talk Time (AGENT): 54765 ms
Total Talk Time (CUSTOMER): 70069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/32ad1d10-8daa-4394-aca6-6000bd866e6b_20250127T22:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, earlier I had a claim on the insurance, and um, I received my W-2 and it says I received $1300 from y'all, but I only received one check from y'all for $800 and something dollars.
[AGENT][NEUTRAL] OK, you said the W2 shows 1300 and you've only received about 800?
[CUSTOMER][NEUTRAL] Yeah, I only received one check and it was 800 and something. I can't remember exactly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can take a look at it for you. Um, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, phone number is [PII], and I don't have the policy number.
[AGENT][NEUTRAL] OK, I can also look it up with your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I just found the policy, it's a cancer policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, this is it. Hold on one moment.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment while I go through the claims or the usage. Hold on one second.
[CUSTOMER][NEUTRAL] I thought it was kind of odd I only received one payout on this cancer term and when I saw the W-2 it's like.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me see how this would work if it would go to claims. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.