AccountId: 011433970860
ContactId: 740657c0-51b4-4665-a190-95ddd1ac622b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 77219 ms
Total Talk Time (CUSTOMER): 55573 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/740657c0-51b4-4665-a190-95ddd1ac622b_20250214T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. Um, this is [PII]. I was trying to check the status of my, um, claim. It used to be uploaded by now.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your claim status. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's 02000335.
[AGENT][NEUTRAL] So that's 02000335. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 300.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing that the um documents were received on [PII] of this year. They are, it's still in processing, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So usually the funds are dispersed around the [PII] of each month, but it takes about 7 to 10 business days to process the claim. So it will be um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, cause you, yeah, usually they be in there by the [PII]. Usually probably would have been there by now. That's what I was wondering was what was going on.
[CUSTOMER][NEUTRAL] Cause mine always be direct deposit on the [PII].
[AGENT][NEUTRAL] Yeah, I'm not sure, um.
[AGENT][NEUTRAL] I, I do see that it's been received on the [PII], um, so it's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Been here about 4 days, so it hasn't been the turnaround time yet, but the um and the [PII] is tomorrow, Saturday, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They may be processing it on Monday. I'm not sure, but it is in processing.
[CUSTOMER][NEUTRAL] OK, alright, OK then.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, Ms. [PII], was there anything else I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] you just
[AGENT][POSITIVE] Thank you, bye bye.