AccountId: 011433970860
ContactId: 46e54ff3-8e19-4b00-973e-756a4678817a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152449 ms
Total Talk Time (AGENT): 45060 ms
Total Talk Time (CUSTOMER): 57821 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/46e54ff3-8e19-4b00-973e-756a4678817a_20250319T14:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][NEUTRAL] Hi, um, this is [PII], and I was calling to see if I can, um, ask a few questions about my claim.
[AGENT][NEUTRAL] OK, uh, and, and I'm sorry, your name, your name is [PII]?
[CUSTOMER][POSITIVE] Or my, those, those are [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Just one second for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, let me just hit the home button and the back there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 22,009,990.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. And your uh good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am. I was the, the, uh, last payment would be in March and everything will end in March, but I submitted the claim and it came back with 0.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, color.
[AGENT][NEUTRAL] OK, it looks like um the claim process is the maximum benefit period for this disability has been met.
[CUSTOMER][NEUTRAL] So the last payment was not for March, it's for February.
[AGENT][NEUTRAL] No, it has from March, uh, February and March for that last payment.
[CUSTOMER][NEUTRAL] OK, so the [PII] was February and March, sorry, the one we got in February was in February and March.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.