AccountId: 011433970860
ContactId: 907c9307-9879-47c5-8ceb-8fff17249654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136050 ms
Total Talk Time (AGENT): 37640 ms
Total Talk Time (CUSTOMER): 57221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/907c9307-9879-47c5-8ceb-8fff17249654_20250414T16:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. How can I help you?
[CUSTOMER][NEUTRAL] Wait, hold on.
[CUSTOMER][POSITIVE] Hey, how you doing? Actually, I'm gonna call you right back.
[CUSTOMER][NEUTRAL] Hey, this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great sorry I had two phones going at once, um, just trying to call to check on update on a claim for one of our customers.
[AGENT][NEUTRAL] OK, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number is 2331673.
[AGENT][NEUTRAL] OK, uh, or the policyholder's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was that data service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think the date of the injury was [PII].
[CUSTOMER][NEUTRAL] And I know we, we had initially paid them $300 but they skipped the X-ray and another benefit so I believe they paid a second payment out. I'm just trying to find out what it was.
[AGENT][NEUTRAL] OK, looks like we paid 550.
[AGENT][NEUTRAL] Uh, that went out Friday.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Do you need like the check number?
[CUSTOMER][NEUTRAL] No, that's OK, um, was a direct deposit?
[AGENT][NEUTRAL] Actually, yeah, I like I think it is.
[AGENT][NEUTRAL] Yes, it was direct deposited $550.
[CUSTOMER][NEUTRAL] OK, perfect, so direct deposit, so he had the 300 before that and then the 550 that we're putting that that we just put in.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, that's the only thing I needed to know.
[AGENT][NEUTRAL] OK, all right, uh, well, thank you for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][POSITIVE] Thank you bye bye.