AccountId: 011433970860
ContactId: 3d5f2b68-ff0c-426f-9f8d-9a0ee13cb59b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178860 ms
Total Talk Time (AGENT): 79212 ms
Total Talk Time (CUSTOMER): 72170 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3d5f2b68-ff0c-426f-9f8d-9a0ee13cb59b_20250115T14:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm calling about um.
[CUSTOMER][NEUTRAL] My account with y'all, I guess.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] My client [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], you said you're calling to check the status of a claim?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Uh, OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] It's 218-886-2.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information and then you said that you're checking a claim status, is this a disability policy?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, so it looks like something was processed on the [PII].
[AGENT][NEUTRAL] All right. And it says that your benefit will be released, um, after the [PII] of this month.
[AGENT][NEUTRAL] So it looks like it's been processed, but the benefit won't release until so here shortly, today is the [PII].
[AGENT][NEUTRAL] So I can't say what the amount is until it's released, so you may wanna check back tomorrow.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I'm, I'm listening to you cause you know, you say the [PII], today is the [PII], but you send a check tomorrow. So I don't understand how that.
[AGENT][NEUTRAL] Well, because our checks, they're released, they're released in the evening of each day.
[AGENT][NEUTRAL] So after [PII] every day, yeah, that's why I said tomorrow.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, whatever you say, cause you know, you say something and then, you know, now you say, oh, is that the [PII], but OK, whatever you say. All right. All right.
[AGENT][NEUTRAL] Well, I was just trying to clarify it because you were a little confused. So we will release today, but it'll be after [PII],
[CUSTOMER][NEUTRAL] Well, uh, I, and I don't.
[AGENT][NEUTRAL] o'clock. That's why I said to just go ahead and call us back in the morning.
[CUSTOMER][NEUTRAL] But I called days ago and you say it's released on the [PII].
[CUSTOMER][NEUTRAL] Today, the [PII], now you're saying it is the [PII], but it's at [PII]. So, OK. I, I'm just saying.
[AGENT][NEUTRAL] It, it is.
[AGENT][NEUTRAL] But it's, it'll be released today, sir. OK.
[CUSTOMER][POSITIVE] OK. All right, thank you, thank you, thank you. Yeah.
[AGENT][POSITIVE] You're welcome. If no other questions, thanks.