AccountId: 011433970860
ContactId: 7719281d-bd52-4638-88f2-4112e697fde3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190649 ms
Total Talk Time (AGENT): 94510 ms
Total Talk Time (CUSTOMER): 69983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7719281d-bd52-4638-88f2-4112e697fde3_20250121T22:04_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] Good afternoon. My name is [PII]. I'm calling to find out about my.
[CUSTOMER][NEUTRAL] My insurance claim.
[AGENT][NEUTRAL] OK, well, I can help you with your claim status, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02432636.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My, my
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. ZIP is [PII].
[AGENT][POSITIVE] Thank you, and then just your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And would this be the most recent claim that was received on [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm showing that we paid out on the claim a total of $3,259. The claim was processed on [PII].
[AGENT][NEUTRAL] So last Wednesday, it was a paper check mailed to your home address, but it is coming from [PII], so you should be receiving that shortly.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, coming from [PII]. So it should be this week then.
[AGENT][NEUTRAL] Uh, we really can't guarantee with the US mail. We usually say a week at the most, I mean, you know, at least a week, um, but we can't guarantee on US mail. Um, if the, if the check has not been received by [PII], you can give us a call and we can check on the check and reissue if needed, but we have to wait a full 30 days after it's been um processed.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just said out at [PII].
[AGENT][NEUTRAL] Um, hold on one moment, let me go back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it was $3,259.
[CUSTOMER][NEUTRAL] $3,259.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I'm good then.
[AGENT][NEUTRAL] All right, well,
[CUSTOMER][POSITIVE] That'd be awesome.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'd be all for now.
[AGENT][POSITIVE] Alrighty, Mr. [PII], well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Uh, I thank you too. You do the same.
[AGENT][POSITIVE] You're very welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.