AccountId: 011433970860
ContactId: 5143e420-7e80-4f06-a5b9-7dc24ccbca30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203600 ms
Total Talk Time (AGENT): 101383 ms
Total Talk Time (CUSTOMER): 48555 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/5143e420-7e80-4f06-a5b9-7dc24ccbca30_20250626T12:40_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] Alright
[CUSTOMER][NEUTRAL] Yeah, so I'm I was calling to check on a claim I had filed.
[AGENT][POSITIVE] OK, well I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] OK, my policy number is, hold on one second.
[CUSTOMER][NEUTRAL] It's 261 9.
[CUSTOMER][NEUTRAL] 671
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. [PII] um [PII] and [PII] or they got [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] No, the PO box is correct. And can you verify your um email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And would this be the most recent claim here?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, hold on, this is only one. OK, hold on one second. It's coming up now.
[CUSTOMER][NEUTRAL] Yeah, it's all in one.
[AGENT][NEUTRAL] Give me just a moment. It's coming up now. I'm trying to see what this code is here. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we're waiting for eligibility from your employer, um.
[AGENT][NEUTRAL] Anytime we, we have, we have a temp agency account, we have to check with the employer just to make sure you are on assignment. You, you're eligible to have benefits taken out so that we can pay out on the claim. So once they send that back to us, we continue processing immediately.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to call them or something to make sure they get on it or what?
[AGENT][NEUTRAL] Um, you can, we just finished, uh, well, not finished, but we just sent everything to them on [PII]. So, well, [PII], everything finished, so I probably didn't go out to them until Monday because the [PII] was a Saturday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it probably didn't mail out to him until Monday. So I'm not sure that they've received it yet. It's coming from [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh OK, OK, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right, I was just.
[CUSTOMER][NEUTRAL] No, ma'am, I was just checking.
[AGENT][NEUTRAL] Well, you can call as often as you like and we'll give you an update, um, but as soon as we receive it, we um continue processing and you'll get a text message um letting you know that it's finished processing, but you can call as often as you like.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, bye bye.