AccountId: 011433970860
ContactId: 71c7877a-da4e-42c0-ab25-be36f9145d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295589 ms
Total Talk Time (AGENT): 119784 ms
Total Talk Time (CUSTOMER): 146441 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/71c7877a-da4e-42c0-ab25-be36f9145d6e_20250213T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. How are you?
[AGENT][NEUTRAL] I'm fine thank you and yourself?
[CUSTOMER][POSITIVE] I'm doing good. Uh, I'm calling.
[AGENT][POSITIVE] Hi, how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, um, I called yesterday about an issue that I had with, um, a check that, uh, had been issued last year and I, and I had no idea because I never, never received it, so I keep getting the bills from the provider, um, so, um, the person that was helping me looked into it, realized that the check was, um, issued.
[CUSTOMER][NEUTRAL] And was gonna look into if the check hadn't cleared because we we never received it so we were hoping that nobody um uh processed that check so it looks like it was reissued um from what I'm seeing online it looks like um I got a text message and um.
[CUSTOMER][NEUTRAL] Saying that the claim that it was completed and I'm looking online now saying that it was paid so I just wanna make sure that um you know that that's that's what it means that when I'm seeing online is that the check is it was reissued and will be um I guess like sent through direct deposit to my bank account.
[AGENT][NEUTRAL] OK, so you, OK, so you we issued a benefit payment to you but you never received it, so we've reissued it and you're just wanting to make sure that the, that has been done, is that correct?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][POSITIVE] Right, yes, correct.
[AGENT][POSITIVE] Yes ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number please, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, the policy number is good enough for you right now. I just out here, OK.
[CUSTOMER][NEUTRAL] It is um 01849205 NL 7. And I also have the claim number here if you need it.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, OK, see you and we'll get to that in just a moment. Let me get your information pulled up. Once I do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will have to verify several things with you first for security, so give me just a moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so first off, any information, Ms. [PII] that I provide for you will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security, so if you could first please verify the primary policy holder's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII].
[AGENT][NEUTRAL] Mhm. And who was?
[CUSTOMER][NEUTRAL] And you said the premier also [PII], uh, [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] And the name of the primary insurance insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file please for Mr. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so, and the claim is for you, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I have the claim number if you need it that will make it easier. I'm looking at it now. I'm just kidding.
[AGENT][NEUTRAL] Is it 3562893?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So, yes, ma'am. I do show that that is scheduled for direct deposit.
[CUSTOMER][NEUTRAL] OK, great, awesome, that's fine. Hopefully that's gonna be a pretty short one since it got lost apparently last time but it was never received, so hopefully this is uh your way.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] If so, yes, ma'am, but it was to be this, this will be electronically deposited uh via direct deposit to your account.
[CUSTOMER][NEUTRAL] OK, and how long should it take just so I could be on the lookout.
[AGENT][NEUTRAL] It typically takes 2 to 3 business days.
[AGENT][NEUTRAL] To go through
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into your bank.
[CUSTOMER][POSITIVE] OK awesome thank you so much just wanted to verify that.
[AGENT][POSITIVE] Well, you are certainly very welcome. Absolutely. Is there anything else, Miss [PII], I can help you with today?
[CUSTOMER][POSITIVE] Oh, just that. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.