AccountId: 011433970860
ContactId: 572b9781-6aee-41b4-9928-92504f29dae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110400 ms
Total Talk Time (AGENT): 60310 ms
Total Talk Time (CUSTOMER): 44100 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/572b9781-6aee-41b4-9928-92504f29dae0_20250306T18:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, I was seeing if my claim was accepted or not.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, I have my, I do have the claim number, but.
[AGENT][POSITIVE] Oh, OK. That's perfect. I can pull, yeah, I.
[CUSTOMER][NEUTRAL] Would that work? OK.
[CUSTOMER][NEUTRAL] It is OK. It is 3,571,830.
[AGENT][NEUTRAL] OK, let me pull that up here one moment.
[CUSTOMER][NEGATIVE] Yeah, I got a text saying it was completed but it never said if it like approved it and I get the, you know, money to pay back.
[AGENT][POSITIVE] Oh yeah, absolutely. OK, let's see here.
[AGENT][NEUTRAL] So for security, I do need to verify please your first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then the last piece of verification I need is your uh physical address and email address.
[CUSTOMER][NEUTRAL] Yeah, [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you so much. All right, so it looks like a benefit payment was made and so that was in the amount of $1,748.78.
[CUSTOMER][POSITIVE] Oh awesome OK so I did get approved. OK, awesome and that just comes by check?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, it looks like this was issued in a check, so that was, let's see.
[AGENT][NEUTRAL] Shows process date as of yesterday, so should go out in the mail either sometime today or tomorrow and then you should anticipate that within the next week or so I would say.
[CUSTOMER][POSITIVE] Oh awesome OK thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.