AccountId: 011433970860
ContactId: 36c20e0f-5c97-4a96-ac4b-873b50372636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300540 ms
Total Talk Time (AGENT): 128389 ms
Total Talk Time (CUSTOMER): 95235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/36c20e0f-5c97-4a96-ac4b-873b50372636_20250509T14:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] I'm doing well this morning. How are you doing today?
[CUSTOMER][POSITIVE] Doing pretty good.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I called the other day.
[CUSTOMER][NEUTRAL] And they said a check was sent out.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm trying to see if something else go wrong because I got a letter from you. I thought the doctor sent everything in.
[CUSTOMER][NEUTRAL] And this, I'm not sure what this is because they wouldn't.
[CUSTOMER][NEGATIVE] Something about more information, but then they never said what they wanted.
[CUSTOMER][NEUTRAL] So I'm trying to see that this coming late.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and I can check on your claim for you. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to see if it's on here.
[CUSTOMER][NEUTRAL] 0229.
[CUSTOMER][NEUTRAL] 7410.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email um [PII]. Phone number is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. I appreciate you verifying that information for me. All right, let me look at your claims and see what's going on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] And I think what happened is things have been crossed in the mail because I do show that um on the claim, they needed additional information from the physician.
[AGENT][NEUTRAL] But then I'm also seeing after that letter was sent on [PII] that they went ahead and paid the claim.
[AGENT][NEUTRAL] And let's see, it is paid by.
[CUSTOMER][NEUTRAL] Yeah, because this one is
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] The letter I'm is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] And and they ended up then they did pay the claim on [PII] which would be after after that date so I believe that things just got crossed in the mail that you got the letter before the check and um the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number, if you would like that check number, I can give that to you.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It's 204.
[AGENT][NEUTRAL] 2676.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 204-267-6
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that was sent out for you.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was sent out on [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, where is it coming from [PII]?
[AGENT][NEUTRAL] It's coming from American Public Life, yes, in [PII].
[CUSTOMER][NEUTRAL] OK, so today is the [PII], so maybe.
[CUSTOMER][NEUTRAL] Maybe by Monday I should have it.
[AGENT][POSITIVE] Let's pray you do. You know, the mail can be slow sometimes, but let's, let's pray that you do have it by Monday.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] You're very welcome. Is there anything else? Yes, Ms. [PII], you have a wonderful weekend. Is that everything I can help you with?
[CUSTOMER][POSITIVE] No ma'am and you have a good day too.
[AGENT][POSITIVE] Thank you, you take care bye bye Miss [PII] thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, hey, ma'am.