AccountId: 011433970860
ContactId: 7f8a86c3-0eac-47fe-98b9-92b85fcab61e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271839 ms
Total Talk Time (AGENT): 130066 ms
Total Talk Time (CUSTOMER): 121945 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/7f8a86c3-0eac-47fe-98b9-92b85fcab61e_20250311T21:01_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] Yes, hi, um, good afternoon, [PII]. I'm just calling to, um,
[CUSTOMER][NEUTRAL] Follow up on, on a couple of claims that I submitted.
[AGENT][NEUTRAL] OK, I can take a look at that.
[CUSTOMER][NEUTRAL] I know they're being worked on, but I just wanted to make sure that they show that they're technically for two separate dates.
[AGENT][NEUTRAL] OK, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, let me get that for you right now. Active one is 2556453.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, if you could verify uh your date of birth and mailing address.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. Now I see two claims recently um processed on [PII]. Uh the first claim looks like it's for dates of service [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And the second claim looks like it's date of service.
[AGENT][NEUTRAL] Uh, there's a [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, no, um, I just recently submitted and I see here that it's, um, you know, like you look on the, it says it's in progress, but before, well, no, they have two different confirmation numbers, but normally I see how they process when it's um, each day they usually separate it so I see that they, I don't know if they're combining it or what so I just wanna follow up.
[AGENT][NEUTRAL] OK, looks like these are separated.
[AGENT][NEUTRAL] They're not, uh, there's two different claims.
[CUSTOMER][NEUTRAL] Uh, the one for uh
[CUSTOMER][NEUTRAL] OK, for date of service [PII] and [PII].
[AGENT][NEUTRAL] [PII] and [PII], let me see.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I don't show those dates January.
[CUSTOMER][NEUTRAL] I have confirmation numbers.
[AGENT][NEUTRAL] OK, let me get your policy number one more time. I'm sorry.
[CUSTOMER][NEUTRAL] Of course, um, the current policy number is 255. Yeah.
[AGENT][POSITIVE] Oh, you know what, I'm sorry.
[AGENT][NEUTRAL] I was looking uh under a, under your spouse.
[CUSTOMER][POSITIVE] Yeah, this ones, these are for me. My spouses were done, completed, everything was good with those.
[AGENT][NEUTRAL] Oh, OK, OK, now.
[AGENT][NEUTRAL] OK, so I show uh the two, confirmation. I do show those they were processed today. um, and on here there is a date of service of December, uh, well, we had to.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Whatever dates are submitted, we process them, but, uh, so there was a [PII], a [PII], and then a [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And it did process today, uh, you should, it, the check will go out tomorrow.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and just to confirm the amount.
[AGENT][NEUTRAL] I show it's paying $1,272.70.
[CUSTOMER][NEUTRAL] 89 1011 12 perfect OK just wanted to make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Um, no, that was it. Again, it's just, you know, I was just curious with the way that they, it showed them in progress, the two together. Thank you so much. You have yourself a great evening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.