AccountId: 011433970860
ContactId: 66f14364-4f3a-4762-bf2d-f96346dcec73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213360 ms
Total Talk Time (AGENT): 82154 ms
Total Talk Time (CUSTOMER): 47187 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/66f14364-4f3a-4762-bf2d-f96346dcec73_20250623T14:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a broker. I'm just calling to check on a claim for one of our customers.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the patient's policy number, the insurance policy number?
[CUSTOMER][NEUTRAL] Yes, it is 2252931.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. And may I have your email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's a I think it's [PII].
[CUSTOMER][NEUTRAL] It's a critically on this claim. It looks like we paid them 5000 and 20,000. I'm just trying to make sure that's correct.
[AGENT][NEUTRAL] OK, so this one is the 20,000 let's see.
[AGENT][NEUTRAL] OK, let me look at the benefits and let me look at the claim. One moment.
[AGENT][NEUTRAL] OK, I see on the policy number that you just provided to me, we did send the 20,000 for that one.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That was sent on.
[AGENT][NEUTRAL] The [PII] and it looks like it's going direct deposit.
[CUSTOMER][NEUTRAL] OK, so it was direct deposited.
[AGENT][NEUTRAL] And let me check on this.
[CUSTOMER][NEUTRAL] On the [PII], OK.
[AGENT][NEUTRAL] Mhm. Yes, so it because it's a large amount, maybe it's gonna take a little bit longer for the banking institution to put it into the account, but it was sent already to the bank, OK? Then the 5000 was sent on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he actually, he actually is gonna receive both payments, the 5000 and the 20,000.
[AGENT][POSITIVE] That is correct, yes, they're both direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, that's all I need to know. I appreciate your time today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] OK, you as well. Thank you for calling APR. Have a good week.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.