AccountId: 011433970860
ContactId: 87e09649-76c1-4476-b7af-ce5d2fd78449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434829 ms
Total Talk Time (AGENT): 115519 ms
Total Talk Time (CUSTOMER): 191326 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/87e09649-76c1-4476-b7af-ce5d2fd78449_20250313T16:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, let me give you my policy number.
[CUSTOMER][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] 486-564
[AGENT][POSITIVE] Thank you. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. And how may I assist you with your policy today?
[CUSTOMER][NEUTRAL] OK. I had called on [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have, I had a uh
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] For 10,000. OK, and then I had a writer for 10,000. Well, this is the second letter. Well, when I called on the [PII], they saw where it was that I was due 2000 and something more on that writer.
[CUSTOMER][NEUTRAL] And then I got a text, uh.
[CUSTOMER][NEUTRAL] I don't know if it was on the [PII] or the [PII], [PII], I think. And it said I was uh
[CUSTOMER][NEUTRAL] I don't know, reviewing a file or whatever and it should be completed with 1 to 3 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, then I get another letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That says I've, you know, that I've met my maximum.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The letter that you received for your maximum, what's the date on that letter?
[CUSTOMER][NEUTRAL] Would that be? Where it's got check date?
[AGENT][NEUTRAL] Mhm. Yes. Mhm. Yeah, it will be.
[CUSTOMER][NEUTRAL] I mean, I didn't get a check. OK, [PII].
[AGENT][NEUTRAL] OK, so it was prior.
[AGENT][NEUTRAL] OK, so that one was prior to the one we, we try to process and pay. OK, let me get uh the claims department on the line and see what's happening with the payment, OK? Because I do see that they were processing a different payment after the [PII] on the [PII]. So let me see what happened to that, OK? One moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she's calling about a claim that was processed, but it looks like it was.
[AGENT][NEUTRAL] It looks like it was worked on, but there's no direct deposit. There's like nothing indicating that the payment went out, um, and it's saying that it's today, but it's been a while like that. It looks like good.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 486-564.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me make sure it's not an audit.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] No, I don't see that this claim is an audit. It looks like maybe it was.
[CUSTOMER][NEUTRAL] Yeah, well, looks like [PII] looked at it. She must have not just she must have didn't release it, so I'll reach out to her and let her know that it wasn't released. I would just only tell them that it's in final processing, but I'll let [PII] know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. OK, yeah, that's why I'm like, mm, that's why I'm calling because it didn't look right to me. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'll let her know. It looks like she probably just didn't release it.
[AGENT][NEUTRAL] OK, so let me go ahead and put the number through. Um, you're ready for her?
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Hello, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, go ahead, you can send it to me. I, I'll, I'll let her know that it's in final processing.
[AGENT][NEUTRAL] Oh, I'm sorry, is it? OK.
[AGENT][NEUTRAL] OK, and I fully verify her, OK? Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss Under. I got Miss [PII] on the line. She's in the claims department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry. You, you said she's on the line right now?
[AGENT][POSITIVE] Yeah, she's in the claims department and she's gonna give you information from here, OK? Have a good day.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] 00, OK, OK, thank you, thank you. Hello, Ms. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes. Hi, she mentioned that that you were calling in regards to your claim.
[CUSTOMER][NEUTRAL] Yes, OK, I do show that claim is currently in final processing at this time.
[CUSTOMER][NEUTRAL] So, what does that mean?
[CUSTOMER][NEUTRAL] That it's in final processing, so it should be finalized by the end of this week.
[CUSTOMER][NEUTRAL] OK. I know, I think it was on the [PII]. I got a text that said I was reviewing it and I should hear from 1 to 3 days.
[CUSTOMER][NEUTRAL] Yeah, it should be in it's it's in final processing right now so it should be um finalized by the end of today or no later um by tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK. I had just gotten a second letter, so I was just trying to check it out. OK, is there anything else that I can assist you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's all. OK, thanks for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you. You're welcome bye.