AccountId: 011433970860
ContactId: 490a52e3-c2af-4352-901d-5898ee7b4563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399559 ms
Total Talk Time (AGENT): 110943 ms
Total Talk Time (CUSTOMER): 151576 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/490a52e3-c2af-4352-901d-5898ee7b4563_20250509T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the Power office. Good morning.
[AGENT][POSITIVE] Good morning, how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you. Thank you so much for asking. How are you doing today?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] And how may I assist you today, [PII]?
[CUSTOMER][POSITIVE] Yes, it's very good to hear.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm checking for on the claims or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with the claims.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][POSITIVE] Yeah, it's very good to hear. Thank you.
[CUSTOMER][NEUTRAL] And [PII], your name is spelled [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I was like right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. I'm gonna do, can you spell your first name for me, please, and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII]. My name is [PII]. My name is spelled [PII].
[CUSTOMER][NEUTRAL] You do my name, [PII].
[CUSTOMER][NEUTRAL] And my good callback number, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The member's policy number is going to be 02555046.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And the member's first name was? Yup.
[AGENT][NEUTRAL] Can you ver
[CUSTOMER][NEUTRAL] No, ma'am first name was [PII].
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Uh, the member's first name was [PII] and the last name was [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth was [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bills for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yeah, the rental service was [PII] with a total charge of $288 even 288.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, here in my end, I have the claim information like uh the claim was uh received.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yeah, so for you.
[AGENT][NEUTRAL] Let me pull it up on my end. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah, sure, no problem. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, I know, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. And I have the claims and the policies here. And did you need the claim status or did you have particular questions?
[CUSTOMER][NEUTRAL] Yeah, previously, I have an information like with me, uh, the claim was processed on [PII] and the claim allowed amount with my and it's $53.89. It was paid by the insurance the same and it was paid through the check previously. Later, we have, we found that it was paid to the wrong mailing address. Later, we have submitted the W9 form through the fax.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And later on [PII] we verify that the W9 form was received with you on for [PII]. I need to know the claim status for the payment.
[AGENT][NEUTRAL] Alright, so on [PII], we reissued the check. The claim number is 359.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] Just a moment. [PII], I'll reissued the check. What was the claim number we have, please?
[AGENT][NEUTRAL] 359.
[AGENT][NEUTRAL] 7924.
[CUSTOMER][POSITIVE] Uh, thank you, thank you so much and.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] OK, I'm gonna give you all the information you need, OK?
[CUSTOMER][NEUTRAL] Yes, go ahead, please.
[CUSTOMER][NEUTRAL] Yeah, go ahead, please.
[AGENT][NEUTRAL] Alright, so on [PII], we paid out $53.89. I'm gonna get the check information so I can see where it was mailed to for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It was mailed to [PII].
[AGENT][NEUTRAL] Check number 2
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check number 2043149.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] So you should be receiving that check shortly. It's coming from [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And uh we need to wait for a few more days, right?
[AGENT][NEUTRAL] Yes, at least a week. It was just mailed out this week. It was just mailed out on Wednesday.
[CUSTOMER][POSITIVE] Yes, sure. Thank you. Thank you so much, [PII]. And can you please call up call reference number for this call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. It was, you're welcome. And do, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, thank you, thank you so much for patiently providing the claim information. Have a nice day. Have a nice weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks for calling APR. Have a nice weekend as well. Bye-bye.
[CUSTOMER][NEUTRAL] I was bye bye.