AccountId: 011433970860
ContactId: 7d8e0313-f51c-455e-96b4-4d704185f0d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297609 ms
Total Talk Time (AGENT): 96793 ms
Total Talk Time (CUSTOMER): 92526 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7d8e0313-f51c-455e-96b4-4d704185f0d5_20250331T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling to check on a claim I submitted.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][POSITIVE] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the call back is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, uh, 230-418-87.
[AGENT][NEUTRAL] And may I have your date of birth and the mailing address listed on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it does look like we have an email address. Could you verify that to make sure it's correct?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. You were calling in regards to a claim. May I have the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] Wow, that's the day you received it.
[CUSTOMER][NEUTRAL] Service date I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you know the total bill charge for that claim?
[CUSTOMER][NEUTRAL] Um 65591.
[AGENT][NEUTRAL] And I'm pulling that information up for you now and you can also check claim status via our secured portal that is secured.
[CUSTOMER][NEGATIVE] I did, but I don't, I did. I just don't understand it that's why I'm calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the claim, right.
[CUSTOMER][NEUTRAL] Because it, it says
[CUSTOMER][NEUTRAL] It gives me a claim number and then it says amount paid but I don't know.
[CUSTOMER][NEUTRAL] Um, even when I click on the claim claim number, the information, does that mean that amount was paid to me or that's the amount I paid towards it?
[AGENT][NEUTRAL] So for this claim, it does show, it looks like we made a payment of 65591. Let me pull that image up for you.
[AGENT][NEUTRAL] So it looks like the total bill charge is actually $4500.
[CUSTOMER][NEUTRAL] Was it 400.
[AGENT][NEUTRAL] For the data service of 311.
[CUSTOMER][NEUTRAL] For, um, we must have maybe received other ones than I did. What was the total 4000 what?
[AGENT][NEUTRAL] For the data service of 31125, it shows the amount billed is $4500 and then it does show that the amount of 65591 was applied to your deductible, so that was the amount that was paid out.
[CUSTOMER][NEUTRAL] OK, so that's 65991. Who was that paid to?
[AGENT][NEUTRAL] Since you submitted the claim, the payment went to you.
[CUSTOMER][NEUTRAL] OK, do you know how long that usually takes?
[CUSTOMER][NEUTRAL] I'm guessing it's sent it's not sent by check, it's automatically deposited since you have my banking information.
[AGENT][NEUTRAL] OK, so this claim was processed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So since that was processed on [PII], it can take up to 7 to 10 business days, but it's based based off of your bank.
[CUSTOMER][NEUTRAL] OK, so does it show though that it was it's a bank transfer, it's not a check, correct?
[AGENT][NEUTRAL] It's showing that it is direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good, that's all I needed to know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I do wanna thank you so much, sir. You're welcome for calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] All right. Thank you. Oh.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.