AccountId: 011433970860
ContactId: 53be7fe2-a621-4a75-ace9-9a15e0679adf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342040 ms
Total Talk Time (AGENT): 184005 ms
Total Talk Time (CUSTOMER): 78954 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/53be7fe2-a621-4a75-ace9-9a15e0679adf_20250402T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is uh [PII].
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Can you say that one more time?
[CUSTOMER][NEUTRAL] Uh, my name is, uh, [PII].
[AGENT][NEUTRAL] Hey, Mr. [PII], how are you doing?
[CUSTOMER][NEUTRAL] Oh fine.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Oh yes, I, uh, got to receive the $5000 I got, and they said I'm supposed to add like $668 coming on another one. I was just checking to see what day that would be on.
[AGENT][NEUTRAL] OK, I can let you know when we send it to your bank. I can't, I don't know when it will be available.
[CUSTOMER][NEUTRAL] OK, I know I said I got the 1 for 5. I haven't got the 6 yet.
[AGENT][POSITIVE] OK, I can check for you.
[CUSTOMER][NEUTRAL] It was 2 they said I was good. OK, go ahead.
[AGENT][NEUTRAL] And Mr. [PII], may I have your, um, well, a good contact number and then your policy number?
[CUSTOMER][NEUTRAL] 8704563405
[AGENT][NEUTRAL] Thank you. And then just your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] email address [PII]. mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me see.
[AGENT][NEUTRAL] All right, so this got done [PII]. Hold on one moment.
[CUSTOMER][POSITIVE] Just take your time, man.
[AGENT][NEUTRAL] That's the 5000.
[AGENT][NEUTRAL] The $6672.37. Let me see if that's been sent to your bank. The other one shows processed as of [PII]. Um, the second one still has that generic date there, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see, there's a check number. Yes.
[CUSTOMER][NEUTRAL] I know I just got one for 5 already. I checked my account, yes.
[AGENT][NEUTRAL] For the 600, I would say, because it's not gonna show me. See, the other one shows that it processed yesterday, so that's that's sent out um at midnight, but the one for 627, it just shows like a [PII], 1900, which means that they probably just finished it today, like.
[AGENT][NEUTRAL] Completely finished it. It, it's still showing as a paper check and we know that comes direct deposit, it just hasn't been sent out yet. So I, I would say to give us a call. What's today, what is today? Wednesday?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Wednesday.
[AGENT][NEUTRAL] Yeah, tomorrow is um afternoon, because I don't, it's gonna go there tomorrow morning. So, well, today at [PII]. So I would say like afternoon closer to closing and see um if if this has been updated and we can let you know for sure then.
[AGENT][POSITIVE] But it is final. You're very welcome. Um, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] No, I guess since y'all know some of these, uh, no, that was it man.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL Mr. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Oh, you'll ask you one more question. Uh, my gas mileage, how do I go about doing that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your mileage, let me see, hold on one moment. What's the benefit?
[CUSTOMER][NEUTRAL] Do I just send you all the receipts over?
[AGENT][NEUTRAL] No, usually we just ask for like the address, your address and the location and as long as it's within 50 miles or more, you can use your uh transportation benefit or mileage.
[CUSTOMER][NEUTRAL] OK, um, uh, my address is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] No, no, no, it will be on the, you won't give that to me, you'll submit that for a claim.
[CUSTOMER][NEUTRAL] What's the um hold on.
[CUSTOMER][NEUTRAL] OK, so are these, or do I need to get some sent to me so I submitted the claim?
[AGENT][NEUTRAL] Um, do you have the claim forms?
[CUSTOMER][NEUTRAL] No, I need, I don't have that claim form back there.
[CUSTOMER][NEUTRAL] For gas mileage. I don't have that one.
[AGENT][NEUTRAL] Well, it's all the cancer claim form. Do you have a copy of the cancer claim form?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, yes, transportation and lodging is on the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just provide like even if you just put
[AGENT][NEUTRAL] I don't know, like some people um print out the directions um and show, you know, to and from. We just need to see to and from and um we'll be able to determine the mileage.
[CUSTOMER][NEUTRAL] OK, that's what I do. I just print it out.
[AGENT][NEUTRAL] Yeah, and then they'll be able to see from there.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So that was it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I