AccountId: 011433970860
ContactId: 489192d1-ad12-4fb5-9cf8-57733c7c9f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124610 ms
Total Talk Time (AGENT): 52990 ms
Total Talk Time (CUSTOMER): 60849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/489192d1-ad12-4fb5-9cf8-57733c7c9f7c_20250130T20:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanna make sure that I understand correctly, uh.
[CUSTOMER][NEUTRAL] The explanation of benefits for for my last claim.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get uh your policy number?
[CUSTOMER][NEUTRAL] Policy number is 1426664.
[AGENT][NEUTRAL] OK, if you could verify your full name and date of birth.
[CUSTOMER][NEUTRAL] I'm [PII], uh, [PII].
[AGENT][POSITIVE] Oh, OK, thank you so much for verifying that information.
[AGENT][NEUTRAL] And you did say you were calling to check to, um, to get an explanation of a payment?
[AGENT][NEUTRAL] A recent claim?
[CUSTOMER][NEUTRAL] Um, just it, it is, I have the explanation of benefits. I'm just not clear if you guys are going to reimbursement for the cost or not.
[AGENT][NEUTRAL] Uh, who is the claim for?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it just, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I claim number.
[CUSTOMER][NEUTRAL] OK, actually it says amount paying so in the, in the now I'm looking at it and it says amount paying so I'm assuming you guys are paying are you sending a check?
[CUSTOMER][NEUTRAL] By mail?
[AGENT][NEUTRAL] What is the claim number?
[CUSTOMER][NEUTRAL] Client claim number is 3556208.
[AGENT][NEUTRAL] OK, thank you for that. And it looks like this is a data service of [PII]. Uh, payment of $250 was made to you, sent to your address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so that's that's a check that we will receive on our regular mail, right?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Yep bye.