AccountId: 011433970860
ContactId: 36be8dcb-aaaa-44a4-9d31-29e3ae7289f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173940 ms
Total Talk Time (AGENT): 60724 ms
Total Talk Time (CUSTOMER): 102908 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/36be8dcb-aaaa-44a4-9d31-29e3ae7289f9_20250404T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over Broker Resources. Hello, I have a broker named uh [PII] on the phone, and she's just calling to get status.
[CUSTOMER][NEUTRAL] Um, on this customer's dependent claim that was submitted, let me give you a policy number when you're ready.
[AGENT][POSITIVE] I'm ready thank you.
[CUSTOMER][NEUTRAL] OK. It's 1960612.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's for participant too.
[CUSTOMER][NEUTRAL] Date of birth [PII]. Data service 17-25 and her callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I didn't catch the broker's name. What is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh yeah, thank you. OK.
[CUSTOMER][NEUTRAL] Yeah, OK, you're ready? Hold on just a second, I'll pull her on.
[AGENT][POSITIVE] I am, thank you. Thank you.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hi [PII]. Yes, I'm here. Hi, I have [PII] on the phone and she's gonna help you with that claim status, OK? Perfect, thank you so much have a great day thanks for calling APO bye bye bye bye you too bye bye.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] I'm sorry about that. Hi, [PII]. Um, I was told your checking claim says for [PII] for the member. Give me one second. I can help you with that. Thank you. You're welcome. You're welcome.
[CUSTOMER][POSITIVE] Correct, thank you so much, perfect.
[AGENT][NEUTRAL] It shows that we received a claim and the payment was made in the amount of $32.24.
[CUSTOMER][NEUTRAL] 32 came like a it wasn't a 3044 there was more.
[AGENT][NEUTRAL] Um, it was 3224.
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] OK, because I see the explanation of benefits and it says 3044. 0, you're including the one on 180 on the bottom. OK, got it, understood. OK, got it, got it, got it. OK, perfect. And when it was the, the check placed on the mail?
[AGENT][NEUTRAL] OK, give me one second, I'll get that information for you.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][NEUTRAL] It was processed on May, excuse me, [PII]. The check would have been mailed out on [PII], um, if that was not a weekend.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Male and you say 3224. OK.
[AGENT][NEUTRAL] Um and the first.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] They should receive like uh maybe end of the next week to the following. OK, perfect. OK, thank you so much for helping me today.
[AGENT][POSITIVE] You're very welcome, [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] No thank you so much and I hope you have a wonderful weekend.
[AGENT][POSITIVE] You as well, [PII], thank you for calling APL. Take care bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.