AccountId: 011433970860
ContactId: 43743632-925f-4090-9293-cfe76eaeeffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169000 ms
Total Talk Time (AGENT): 44978 ms
Total Talk Time (CUSTOMER): 100450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/43743632-925f-4090-9293-cfe76eaeeffe_20250507T14:04_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], I was wondering if I could check on my um.
[CUSTOMER][NEUTRAL] Uh, my claim, um, it was due, it was due for me last June, and it's almost June again and I just got I finally got all the, hopefully have all the paperwork straightened out. And I know they were processing it. Um, I put it in the [PII], I believe.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, and.
[CUSTOMER][NEUTRAL] Yes, it's 02447931.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um, can I verify your address and your email address?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, email [PII].
[AGENT][NEUTRAL] OK, perfect. And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we're checking on some claims, is that right?
[CUSTOMER][NEUTRAL] Yeah, one claim and um somehow they never got it the first time.
[CUSTOMER][NEGATIVE] Um, and then I kind of, I guess I messed it up the second time, but this was the 3rd time putting it in and finally they were processing it, so I'm hoping it went through because I am in having problems with my home and um I need that money.
[AGENT][NEUTRAL] OK, looks like, yes, we've got that claim, we've got it processed. We sent a check on yesterday actually, and that amount is 1560.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][POSITIVE] Excellent. Thank, uh, what is the 604? Uh, a few extra days I stayed in the hospital?
[AGENT][NEUTRAL] Uh, it looks like, yes, hospital, uh, confinement benefit, yes. So we got the 1500 and then the 60, yup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And you get nothing for staying in rehab because I was in rehab for almost 2 weeks. You don't get anything for that, right?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK. All right, just hoping.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much. I really appreciate your help. Have a wonderful day.
[AGENT][NEUTRAL] OK, and
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a great day too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.