AccountId: 011433970860
ContactId: 6961033c-f909-4073-8dc3-a6af7cc57070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191600 ms
Total Talk Time (AGENT): 102515 ms
Total Talk Time (CUSTOMER): 70940 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/6961033c-f909-4073-8dc3-a6af7cc57070_20250415T16:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, I'm following up on a claim. I know it was processed and the check was sent out, but I just wanna see when it was sent out because they say they still don't have it. So you want a policy number?
[AGENT][NEUTRAL] OK, I can check on that one.
[AGENT][NEUTRAL] Uh, so can I get your name first?
[CUSTOMER][NEUTRAL] Yeah it's 02.
[CUSTOMER][NEUTRAL] Sure this is [PII] with the agent's office.
[AGENT][NEUTRAL] OK, and then, uh, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and then yes, I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] 02511991
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's two different
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. Alright, and do you have that claim number?
[CUSTOMER][NEUTRAL] No, I don't think I have a claim number. It's two different claims. One is for $500.01 is $620.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we've only got the two claims on file, so alrighty give me just a moment let me get that check information and see when that was issued.
[CUSTOMER][NEUTRAL] And the date of.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Why don't you take the file?
[CUSTOMER][POSITIVE] I see you can clean it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, so the check that was for 500, that one was just issued on [PII].
[CUSTOMER][NEUTRAL] OK, 48 right.
[AGENT][NEUTRAL] Yes, and then, or excuse me, that was $598 and then this other one was $424.87 and let me see when that one was issued. I think they were issued the same time, but we'll go ahead and double check.
[CUSTOMER][NEUTRAL] OK, they still don't have them yet.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, yes, this other one was also issued [PII], so we allow 30 days if they have not received it within 30 or yeah, within 30 days of the issue date uh that it was sent out then uh it can be voided and reissued typically with mail I would say I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, they're probably
[CUSTOMER][NEUTRAL] Go ahead. No, it was probably mailed when?
[AGENT][NEUTRAL] You don't know.
[AGENT][NEUTRAL] No, it was, uh, they were both issued [PII].
[CUSTOMER][NEUTRAL] So they probably went out the [PII]?
[AGENT][NEUTRAL] Um, well, the [PII] is what I would [PII] or [PII], but usually it's on that date, the [PII], so as of right now it's just been a week, so yeah.
[CUSTOMER][NEUTRAL] On that day, OK, they're about any day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well I'll give him those dates and we'll give another week or so and see where it's at.
[AGENT][POSITIVE] Sounds good. Alright, yes, and again it's gonna be um if they've not received it within 30 days is when we can void it and reissue.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Issue OK sounds good thank you much, thank you.
[AGENT][POSITIVE] Yes, of course. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll do it thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Too bye bye.
[AGENT][NEUTRAL] Bye bye.