AccountId: 011433970860
ContactId: 336a4e24-7291-43b4-a298-555f53b06d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155539 ms
Total Talk Time (AGENT): 68246 ms
Total Talk Time (CUSTOMER): 70360 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/336a4e24-7291-43b4-a298-555f53b06d7f_20250227T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I just received a text that my, my claim is completed, and I don't have my username at work. It's at home, so I was wondering if I could give you the um.
[CUSTOMER][NEUTRAL] The number of my claim.
[CUSTOMER][NEUTRAL] To look it up.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Absolutely. Go ahead, [PII], whatever you got.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 775.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Is the claim number.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It says it's completed, so I don't know what that means.
[AGENT][NEUTRAL] OK, let's take a look. All right, [PII], and then for security on your policy, I do need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So it looks like the uh claim was processed and there was a benefit amount paid in the amount of $1250. Uh, so this is a single check that's being mailed out.
[CUSTOMER][NEUTRAL] OK, so I'm, I'm in the middle of
[CUSTOMER][NEUTRAL] A chemo treatment, so.
[CUSTOMER][NEUTRAL] Would, would I have to file another claim for that, or is that included in that?
[AGENT][NEUTRAL] Yeah, so for any ongoing treatments that you're having, you will want to go ahead and file claims for those absolutely to get benefits paid towards that.
[CUSTOMER][NEUTRAL] OK, cause I'm gonna have more, they're gonna do more MRI's and CT scans and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so I just file a new claim for those?
[AGENT][POSITIVE] Mhm, yeah, once you've had that services, then you can file a claim for those and get the benefits paid, absolutely.
[CUSTOMER][NEUTRAL] OK, so is this um.
[CUSTOMER][NEUTRAL] Is this something that I need to claim on my taxes, or is that not?
[AGENT][NEUTRAL] Um, yeah, so any bulk payments over $1000 come 2026 for next year, you would, um, receive it's a 10, I believe $1099 document to file the taxes.
[CUSTOMER][POSITIVE] OK, so it, it's OK. All right. Well, thank you. I appreciate it.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] No