AccountId: 011433970860
ContactId: 73728ddc-5608-4493-8be2-033b877ffb41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385170 ms
Total Talk Time (AGENT): 95465 ms
Total Talk Time (CUSTOMER): 66262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/73728ddc-5608-4493-8be2-033b877ffb41_20250423T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I sure don't, I don't have it, um.
[AGENT][NEUTRAL] OK, is this for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. What's your first and last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And then can you spell your last name for me?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just a minute. I'm trying to look you up.
[AGENT][NEUTRAL] Alright [PII], what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then can I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Um, I think it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then do you have a data service or a charge amount?
[CUSTOMER][NEUTRAL] No, no, man. I, uh, the day of service was on, I, I think, I can't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what's this say?
[CUSTOMER][NEUTRAL] I think the [PII], I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A [PII], quite different.
[CUSTOMER][NEUTRAL] I think [PII] though.
[AGENT][NEUTRAL] OK, this year?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so I have one claim on file for that date of service.
[AGENT][NEUTRAL] And it looks like it was paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, hold on, I can tell you exactly how much we paid.
[AGENT][NEUTRAL] OK, so it looks like we paid 1500.
[AGENT][NEUTRAL] And that check was sent out.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I sure haven't received it yet.
[AGENT][NEUTRAL] OK. And the address that it's going to is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, cause the only thing I got in the mail was they were working on it, you know, they had said they got to receive the claim they working on.
[CUSTOMER][NEUTRAL] And it's been, was it 7 days, it might, it might not come in in the mail yet. I just have to wait, I guess.
[AGENT][NEUTRAL] Yes, I would wait up until I would say like Friday afternoon and if you still have not received it then give us another call back, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, of course, have a good day and thanks for calling APO.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.