AccountId: 011433970860
ContactId: 809a3d8e-dab5-4cbd-8b5b-5d0f436ceed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223729 ms
Total Talk Time (AGENT): 131998 ms
Total Talk Time (CUSTOMER): 85335 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/809a3d8e-dab5-4cbd-8b5b-5d0f436ceed5_20241231T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I got a text message saying that my claim has been processed or it's been complete. I was just curious to see if I got approved or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're wanting to check claim status for yourself. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that is great and I have the same number.
[AGENT][NEUTRAL] OK, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Um, this is [PII].
[AGENT][NEUTRAL] OK, and [PII], I can help you with claim status. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] My policy number is, hold on, let me do that. Sorry, I had my claim number. My policy number is 2330572.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits, [PII] and not a guarantee of payment. I will have to verify several things with you first for security, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and who is the claim for?
[CUSTOMER][NEUTRAL] The claim is for [PII] and I have the claim number if you need it.
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the home mailing address for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do see that there was a claim that went through our processing um yesterday um on this claim for him, there has been a benefit paid in the amount of $2,249.35.
[CUSTOMER][POSITIVE] OK awesome and then will that check just get mailed to me then?
[AGENT][NEUTRAL] Yes, it will. Now for future, for future reference, um, since you are set up in the online service center portal, you can add in direct deposit information in there. So for future claims it could go, you know, electronically to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, I did not know that.
[AGENT][NEUTRAL] Which would, you would receive the funds um a little sooner than obviously having it mailed, but yes, ma'am, this one was issued in the form of a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, I appreciate it thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, just because I'm gonna call Children's [PII], will they, will the check come in like, does it is it like 7 to 14 days or what's usually the time?
[AGENT][NEUTRAL] Typically, yes, ma'am. It's usually 10 business days and of course, with the holiday that could extend it a little bit, but it's, it's typically about 10 business days.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Awesome, OK, I appreciate it thank you so much.
[AGENT][POSITIVE] OK, well, you are certainly welcome. So thank you again for calling APL. I hope you have a wonderful day and a happy New Year.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.