AccountId: 011433970860
ContactId: 8864c9be-88ad-454d-8c96-df8a5b40c318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193440 ms
Total Talk Time (AGENT): 79920 ms
Total Talk Time (CUSTOMER): 58778 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/8864c9be-88ad-454d-8c96-df8a5b40c318_20250513T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. Um, I filed a claim about 2 months ago and I've yet to receive my check via mail.
[AGENT][NEUTRAL] OK, let's take a look. Do you have the claim number or policy number?
[CUSTOMER][NEUTRAL] I do not. I do have the policy number. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the in hospitals one, actually it'll be outpatient, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, that's.
[CUSTOMER][NEUTRAL] OK, so the outpatient one is 019.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 176
[CUSTOMER][NEUTRAL] M as in Mike. L as in Larry, 8.
[AGENT][NEUTRAL] All right. And then if I could verify your date of birth, please, and address.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me look at the last claim filed here.
[AGENT][NEUTRAL] OK, so the last claim that I see looks like you submitted.
[AGENT][NEUTRAL] Um, was submitted on [PII]. Does that sound about the time frame you're speaking of?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So the, the, the date was in January for the appointment, but I filed the claim about 2 months after, so that sounds about right.
[AGENT][NEUTRAL] OK, yeah, because it was for a date of service of [PII].
[CUSTOMER][NEUTRAL] That's it. Yup.
[AGENT][NEUTRAL] OK, so it was paid on [PII]. 25 for $50. It was direct deposited.
[CUSTOMER][NEUTRAL] Oh, was it?
[AGENT][NEUTRAL] Mhm, so the account number we have on file ends in [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, yeah, so I would double check your bank statement.
[CUSTOMER][NEGATIVE] I, oh man, I had no idea. I didn't, I, I completely forgot that I had put it as direct as direct deposit. I was like, where the hell is my check?
[AGENT][NEUTRAL] So, yeah, I mean, it, it's, no, it's totally fine. It should be there, so.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Um, give it a, give it a look, OK? And make sure that you've got it, but yeah, it was processed on our side. Let me go back. I'm sorry, one second. It was processed on [PII], so the deposit would have been shortly after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll check it out. Thank you so much, [PII].
[AGENT][POSITIVE] All right. And you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] I