AccountId: 011433970860
ContactId: 3ec9390b-9352-4ebd-8ade-447186575c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209630 ms
Total Talk Time (AGENT): 71701 ms
Total Talk Time (CUSTOMER): 93307 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3ec9390b-9352-4ebd-8ade-447186575c5c_20250204T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I, um, I'm well. I, um, logged into my account to check on a claim that was submitted, and it says that the amount paid is 0, and I was just, um, wanting to know what the reasoning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you actually looking at the explanation of benefits online?
[CUSTOMER][NEUTRAL] Um, that is not, it's not highlighted to where I can see it yet.
[AGENT][NEUTRAL] OK. Um, give me your name and policy number. Mhm, and I can take a look at it.
[CUSTOMER][NEUTRAL] Is that what you mean?
[CUSTOMER][NEUTRAL] Um, the policy number is 606-591, and my name is [PII] Last name is [PII]
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the claim is for you?
[CUSTOMER][NEUTRAL] It's for my daughter [PII].
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a claim number?
[CUSTOMER][NEUTRAL] 3559479
[AGENT][NEUTRAL] OK, yeah, so that was just processed today. That's why you can't see it, um, and it'll print tonight.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And so that information will be available in the morning.
[AGENT][NEUTRAL] Does it just process today? Did you get a text message?
[CUSTOMER][NEUTRAL] No, I haven't. I just, I just, um, went to look at it online and I see that it said payment amount is 0.
[AGENT][NEUTRAL] Right, because it hasn't printed yet. I mean they just processed it today, so that information should be available tomorrow.
[CUSTOMER][NEUTRAL] So it will be paid on it will, I will receive a payment for that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you the policy holder?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] My husband is.
[AGENT][NEUTRAL] OK, so it's made payable to the policyholder.
[CUSTOMER][POSITIVE] Oh yeah, I know it comes direct deposit.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, thank you. I was just wondering because it's shown 0 before and it's been because I didn't turn in the right documents and I was like I just knew I turned the right documents in this time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's a little bit different this time. It's showing 0 because it processed today and it's actually, it'll release tonight. So once it releases you'll be able to see it online.
[CUSTOMER][POSITIVE] OK, well, that makes that, that makes me feel much better that I still submit the right stuff.
[AGENT][POSITIVE] Yeah, you don't have to send us anything, any additional information.
[CUSTOMER][POSITIVE] Yeah, I'm like, what I need now? OK, thank you so much.
[AGENT][NEUTRAL] All right. Anything else, [PII] I can help with today?
[CUSTOMER][POSITIVE] That's all. Have a good day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Right.