AccountId: 011433970860
ContactId: 741e4450-28ed-4ad4-9228-a7bbffa2b038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168279 ms
Total Talk Time (AGENT): 50351 ms
Total Talk Time (CUSTOMER): 79840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/741e4450-28ed-4ad4-9228-a7bbffa2b038_20250415T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], [PII] with Partners Benefit Group. Um, I'm calling uh to check the status of a claim, please.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 1092735.
[AGENT][NEUTRAL] And what was that uh member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then a good email address, [PII].
[CUSTOMER][NEUTRAL] Um, the initial [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what data service are we checking on for him?
[CUSTOMER][NEUTRAL] Um, we just sent the continuing the last check he said he got I think was the first part of March, so I guess this would be considered, I don't know if it's the April, um, or either from March, the middle of March till now.
[AGENT][NEUTRAL] OK, yeah, I see the last payout was in March for 1562 56. Looks like we just got three claims on file, um.
[AGENT][NEUTRAL] Which are in processing, uh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I got one that we received 474-8 and 411.
[AGENT][NEUTRAL] Um, looks like they're currently being processed.
[CUSTOMER][NEUTRAL] OK, so when y'all usually make payments around the [PII], right?
[AGENT][POSITIVE] That's correct, yeah.
[CUSTOMER][NEUTRAL] So like I guess whenever but if you don't have them processed yet, will it um.
[CUSTOMER][NEUTRAL] I guess I'll just call back in a few days. Is that what I should do? I just want to make sure there won't hang up or anything because he's, he's just been in the hospital. They're very, you know, he's very sick and they're out of town at a hospital and anyway.
[AGENT][NEUTRAL] Yeah, it'll, yeah.
[AGENT][NEUTRAL] Yeah, I don't
[CUSTOMER][NEUTRAL] I was just trying to, you know.
[AGENT][NEUTRAL] It should, it shouldn't hold it up, um, it's just they're currently in processing, so I was, I think they'll get, they should get released in the next few working days, so.
[CUSTOMER][POSITIVE] OK. All right. Well, I appreciate you so much. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.