AccountId: 011433970860
ContactId: 4337f0c6-635b-4312-996c-64b7797646c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214559 ms
Total Talk Time (AGENT): 87425 ms
Total Talk Time (CUSTOMER): 48929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4337f0c6-635b-4312-996c-64b7797646c9_20250409T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from provider office.
[AGENT][NEUTRAL] What was your name? I'm sorry?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], what can we do for you today?
[CUSTOMER][NEUTRAL] I need to know some information for the claim.
[AGENT][NEUTRAL] OK, we're needing clarification regarding a claim?
[CUSTOMER][NEUTRAL] I need some information for the member's claim.
[AGENT][NEUTRAL] OK, I can check that claim for you. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, 356-687-5.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, uh, so for this claim we did pay a benefit of $2,389.73. What information were you looking for, [PII]?
[CUSTOMER][NEUTRAL] So when it was been paid?
[AGENT][NEUTRAL] Give me just a moment, let me get that information for you.
[AGENT][NEUTRAL] This check was issued [PII].
[AGENT][NEUTRAL] And I am showing that it is outstanding it has not yet cleared so I can get that voided and reissued to you uh whenever you're ready, I will verify the address that we have that it was sent to.
[CUSTOMER][NEUTRAL] So it is not in cashed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So how long will this take?
[AGENT][NEUTRAL] OK, well, first, if, if it's all right, can I verify the address that we have to make sure that that's correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you. OK, yes that is the address that we have so we wouldn't need anything additional from you I will get this voided and reissued um it's going to be in the mail I mean it could take you a couple of weeks to receive the new one.
[AGENT][NEUTRAL] I can't give you an accurate time depending on the postal service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No problem, so we can check back after a couple of weeks right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So we need to wait for a couple of weeks, right?
[AGENT][POSITIVE] Correct, at least.
[CUSTOMER][POSITIVE] No problem. And can I have the call reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, all good, thanks.
[AGENT][POSITIVE] All right, thank you for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.