AccountId: 011433970860
ContactId: 471f9e4d-9343-473e-93fe-e1c51170b88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202759 ms
Total Talk Time (AGENT): 113088 ms
Total Talk Time (CUSTOMER): 55197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/471f9e4d-9343-473e-93fe-e1c51170b88d_20250314T14:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], and I'm calling to check on a claim.
[AGENT][NEUTRAL] OK perfect I can help you with claim status today, [PII], and do you mind if I snag a good call back number real quick?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. And do you mind if I also go ahead and take that policy number?
[CUSTOMER][NEUTRAL] 02595136
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, and give me one second to get that pulled up for you today. Are you having a great day so far?
[CUSTOMER][NEUTRAL] Yes, how about you?
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] I'm having a wonderful day thank you so much for asking.
[AGENT][NEUTRAL] All right. And [PII], if you could just please verify for me the insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Perfect I really appreciate that and do you have the claim number you're wanting us to look at today or are we wanting to search it with the date of service?
[CUSTOMER][NEUTRAL] Uh, I can provide the claim number. Um, one moment. It's 3.
[AGENT][POSITIVE] OK perfect and what is that?
[CUSTOMER][NEUTRAL] Uh-huh. 3569517.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I do see that one right here. Hang tight, let me pull it up.
[AGENT][NEUTRAL] So I show your claim was received 03-12-2025. It was processed the same day, [PII]. You already have that claim number. It looks like for this claim we had benefits payable of $50. I'm showing that that looks like, hold on, let me actually pull up these codes, one second.
[AGENT][NEUTRAL] So it looks like I'm showing here it's saying that with the check, the maximum benefit payable for the date of service has been met and so um that $50 was our maximum benefit for that date of service.
[CUSTOMER][NEUTRAL] Uh, ma'am, I just want to confirm, it is paying for $50.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is set to pay because we can't the payment yet, so.
[AGENT][NEUTRAL] OK, yeah, so it looks like that payments actually, um, because this process this was processed yesterday, um, the payment would be put in the mail via check today, so I would give it 7 to 10 days for that to show up in the mail.
[CUSTOMER][NEUTRAL] For your assistance and uh can I also have the
[AGENT][NEUTRAL] Yes, the reference number is my name [PII], first initial last name [PII] and today's date.
[CUSTOMER][POSITIVE] I think you have a nice day.
[AGENT][POSITIVE] Hey, it's my pleasure happy