AccountId: 011433970860
ContactId: 7661191e-291f-47d5-a4f4-bf2a629898ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214460 ms
Total Talk Time (AGENT): 101938 ms
Total Talk Time (CUSTOMER): 59561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7661191e-291f-47d5-a4f4-bf2a629898ed_20250321T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Um, I had a claim and it says it was paid. I just wasn't sure.
[CUSTOMER][NEUTRAL] What that meant exactly if that means they pay the providers or I would be paid and I have to pay the.
[CUSTOMER][NEUTRAL] Medical providers
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, I have a claim number if that helps.
[AGENT][POSITIVE] Yeah, absolutely. I was gonna say if you have that, that's perfect. Go ahead.
[CUSTOMER][NEUTRAL] Uh, the claim number is 3574572.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] All right, [PII], and then for security, I do need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Sure, date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Thank you and then can you just verify the email please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So this claim looks like it was paid out to you, so there's a check coming to you in the mail and then you can use that to reimburse the provider.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's it. I just wasn't sure if it would be direct deposit or they're gonna send me a check.
[AGENT][NEUTRAL] Um, it looks like it was, yeah, it looks like it was a single check. I don't show that direct deposit's been set up or let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, I think I set it up.
[CUSTOMER][NEUTRAL] Shortly after it was approved, but they probably sent a paper check.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, this one was done by check, unfortunately, yeah, so um if it was done right after then going forward all the ones should be just direct deposited, which will be much quicker.
[CUSTOMER][NEUTRAL] OK, and how long do you think it should take to get the check?
[AGENT][NEUTRAL] Um, let's see, this was done.
[CUSTOMER][NEUTRAL] Because I have issues sometimes with my mail.
[AGENT][NEUTRAL] OK, yeah, definitely got you. So the check is coming from [PII]. Um, it would have been sent out. The claim was processed and paid on the [PII], which was last Friday. So, um, I would give it at least 5 to 7 days. So just keep an eye on it. If you don't receive it by the end of next week, then you could give us a call, but.
[AGENT][NEUTRAL] We generally don't void checks until 30 days after they've been issued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, I'll keep an eye out for it.
[AGENT][POSITIVE] Alright, sounds good [PII]. Anything else I can help with today?
[CUSTOMER][POSITIVE] Well, sounds good.
[CUSTOMER][POSITIVE] No, that's it I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.