AccountId: 011433970860
ContactId: 7887340e-2f43-405d-b6fa-769620afa7b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256320 ms
Total Talk Time (AGENT): 105010 ms
Total Talk Time (CUSTOMER): 77258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7887340e-2f43-405d-b6fa-769620afa7b9_20250128T14:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I had a couple of questions about um some recent claims I submitted. I was wondering if you can help me with that?
[AGENT][NEUTRAL] Sure. I can take a look at that for you. Could I get uh a callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 2502651
[AGENT][NEUTRAL] OK, if you could verify your full name and date of birth please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account [PII] and you are, uh, you have questions on claims you submitted uh would these claims be for you or someone else in the family?
[CUSTOMER][NEUTRAL] For my kids.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's start with the first.
[CUSTOMER][NEUTRAL] I have a claim number.
[AGENT][NEUTRAL] OK, and the claim is for.
[CUSTOMER][NEUTRAL] Orlando saw that, my son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, and.
[AGENT][NEUTRAL] Let me take a look
[AGENT][NEUTRAL] OK, and that claim number?
[CUSTOMER][NEUTRAL] Um, 3552988.
[AGENT][NEUTRAL] 219
[AGENT][NEUTRAL] And this is for dates of service in [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me go.
[CUSTOMER][NEUTRAL] It looks like it's getting paid, um, but it says check date [PII] and I just haven't received it, so I just kind of wanted to check in and be sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, I do show a payment of $565 that did mail out a process on um.
[AGENT][NEUTRAL] [PII] it would have been mailed out wouldn't have gone out in the mail until Monday because it goes out the following business day. So with that being a Friday, um, it wouldn't have gotten mailed out until [PII].
[AGENT][NEUTRAL] So it is on its way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I, it's kind of been a week now, so I just wanted, I don't want it to get too far down the road and then be like, hey, where is this, um, you know, so.
[AGENT][NEUTRAL] OK. So just to let you know, as far as us being able to, uh, do a void and reissue, we have to allow 30 days before that can be authorized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's mailed to our home, correct?
[AGENT][NEUTRAL] Yes, I show the mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, so then I'll just wait another couple of days because there was another one issued to my other son also, um, and I'll just, I'll give it another couple of days and I just didn't want to wait, you know, and be like, oh, it's been two weeks, you know, I thought maybe it could have gone to the provider or something, but just wanted to verify that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thanks bye bye.