AccountId: 011433970860
ContactId: 6a5cf1ae-3094-41d8-a9af-1b46e3300a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232729 ms
Total Talk Time (AGENT): 69806 ms
Total Talk Time (CUSTOMER): 86941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/6a5cf1ae-3094-41d8-a9af-1b46e3300a0c_20250530T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Ah yes, good afternoon. I was calling because I want, I have a question about my claim.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][POSITIVE] And I can give you.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][POSITIVE] Um, repeat that again, I'm sorry.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Um, I have a claim number.
[AGENT][NEUTRAL] May I have that claim number please?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 3605581.
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And we do have an email address. Could you verify that as well, please?
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy.
[AGENT][NEUTRAL] And you're calling in for the claim number of 3605581. How may I assist you on that claim?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. So this is the first time I processed one of these claims. So I've seen the portal says 2500 a month pay. So how that works? Do they send a check or?
[CUSTOMER][NEUTRAL] It was approved or what the 25 means.
[AGENT][NEUTRAL] OK, are you saying the claim shows 25 or are you saying your benefit policy shows 25?
[CUSTOMER][NEUTRAL] It says amount paid for the claim.
[CUSTOMER][NEUTRAL] So that means it was approved and they say a check, what does that mean?
[AGENT][NEUTRAL] So the claim was processed on [PII] and it does show that there was a payment made of $2500 and that check was issued to you to the mailing address listed on file.
[CUSTOMER][NEUTRAL] Oh, OK. So, all right, I understand that.
[CUSTOMER][NEUTRAL] To take a couple of days, I guess, to come anyways.
[AGENT][NEUTRAL] Yes, it can take up to 10 business days. It's based off of your, your post office box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or your mailing system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanna, so they normally send paper check, they don't do like direct deposit?
[AGENT][NEUTRAL] If you don't have your direct deposit set up, you're going to get a paper check.
[CUSTOMER][POSITIVE] OK. I guess that's what they did. All right. Well, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye.