AccountId: 011433970860
ContactId: 54ce28bb-737f-4520-ae29-5afd120a9836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248970 ms
Total Talk Time (AGENT): 95127 ms
Total Talk Time (CUSTOMER): 96415 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/54ce28bb-737f-4520-ae29-5afd120a9836_20250113T23:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good evening or whatever it is out there where you are.
[CUSTOMER][NEUTRAL] My name is [PII]. I sent a claim in for my mammogram about three or four weeks ago, but I haven't got anything, any, uh, wellness life or payment or anything. I was wondering what's wrong. I faxed it in to the claim office.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, [PII], let's take a look. Do you by chance have your policy number?
[CUSTOMER][POSITIVE] Oh, hold on, love. Let me look.
[CUSTOMER][NEUTRAL] I don't have, you know, me writers.
[CUSTOMER][NEUTRAL] But I can get it. Oh you, OK, let's see. American but like my cancel my my number is.
[CUSTOMER][NEUTRAL] Uh, I'm looking at the paper, is it 93, wait.
[CUSTOMER][NEUTRAL] 930183 I can't see that.
[CUSTOMER][NEUTRAL] No, that's not it.
[AGENT][NEUTRAL] Let me see here. Um, what is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Yeah, that's the correct number. I just need to verify please your address on file.
[CUSTOMER][NEUTRAL] So the number is 93 or 95?
[AGENT][NEUTRAL] It's 93
[CUSTOMER][NEUTRAL] 930-183.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Good. Good.
[AGENT][NEUTRAL] Can you confirm with me your mailing address?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][POSITIVE] All right, thanks so much.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the last claim that I see, it looks like [PII], there was a benefit payment sent on [PII]. It was sent to [PII].
[CUSTOMER][NEUTRAL] I will get that.
[CUSTOMER][NEUTRAL] It it was sent [PII]?
[AGENT][NEUTRAL] The payment was processed on the [PII], so it would have been sent the day or so after, so let's see here.
[AGENT][NEUTRAL] The [PII] was a Monday, so, um, yeah, I would have been sent out that following probably day, the [PII].
[CUSTOMER][NEUTRAL] OK, well, I should have got some by now, right?
[AGENT][NEUTRAL] Yeah, I mean, it generally, the mail is coming from [PII]. Um, it shouldn't take that long.
[CUSTOMER][NEGATIVE] No, it shouldn't.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] That's the correct address though as well.
[CUSTOMER][POSITIVE] Yes, that's the correct address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was coming in a white envelope, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna keep checking.
[AGENT][NEUTRAL] OK, yeah, if you don't have it, if you don't have it by [PII], then call us back and we can void it and reissue a new check after 30 days.
[CUSTOMER][NEUTRAL] OK, baby. I'll do that.
[AGENT][NEUTRAL] OK. Anything else I can check on for you?
[CUSTOMER][POSITIVE] That was it. That it thank you so much. That was smooth easy and I love you for that. Thank you.
[AGENT][POSITIVE] No problem, [PII]. Have a good night.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.