AccountId: 011433970860
ContactId: 8276298e-715a-4316-be98-1fae586de3a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241789 ms
Total Talk Time (AGENT): 137916 ms
Total Talk Time (CUSTOMER): 77408 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8276298e-715a-4316-be98-1fae586de3a2_20250422T13:45_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, I was calling, uh, I turned in a continuance form just making sure everything's OK on it any notes just hope I did the right form that's all.
[AGENT][NEUTRAL] OK, so you're wanting to follow up on a
[CUSTOMER][NEUTRAL] See if you can verify that, yeah, mhm.
[AGENT][NEUTRAL] OK, so you just wanna follow up on some information you submitted for a claim, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, see if there are any notes that you guys may have sent I need, I need just checking.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, absolutely. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2444566
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so Mr. [PII], any information that I do, excuse me, provide for you today would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address 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 provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you and lastly your email address, please?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so Mr. [PII], I do see that we received some additional information from you on [PII] and that information is still in line for review. So I can't provide you any update, but it is in line for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Just make sure you guys have it. You don't see anything notes uh that I need anything else, do you? Just check, yeah.
[AGENT][NEUTRAL] No, sir. Not at, yes, sir, not at this point. And again, that is because, you know, it has not yet been reviewed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh OK got you alright thanks I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, well, you are certainly very welcome.
[CUSTOMER][NEUTRAL] I just know you guys sending some more.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I just know you guys sending another letter. I didn't know if I needed to send something else that's all. Maybe it's just out of.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Arrangement you gotta do that.
[AGENT][NEUTRAL] Yes, sir. Well, yes, sir, because I see that on [PII] was the last time the claim was a claim was processed and payment issued to you. So that information that went out with that, you know, there would have been some overlap in the information that you submitted on [PII], you know, just with the mail service, you wouldn't have had time to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Receive what was sent on the [PII] before your upload on the [PII], so yes, so we're just um waiting for that to be reviewed.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Uh, just an overlap and got you. Alright, thank you so much, appreciate it, alright.
[AGENT][POSITIVE] Yeah. Mhm. OK. Well, you are certainly very welcome. Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] That'll be it. Thank you so much mhm bye.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a wonderful day.