AccountId: 011433970860
ContactId: 93cad744-e1a5-47ee-bba1-b65111c37a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188940 ms
Total Talk Time (AGENT): 39543 ms
Total Talk Time (CUSTOMER): 86576 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/93cad744-e1a5-47ee-bba1-b65111c37a36_20250507T22:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, I would like to, um, confirm payment, uh, on a claim. Um, the provider has not received it yet, so I was wondering how it's gonna get paid and so forth. So if you could help me?
[AGENT][POSITIVE] I'd be happy to assist with the claim today. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Getting it now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Yeah. Mm, now, is it the certificate number or?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm not sure how to read this card. It's 023388.
[CUSTOMER][NEUTRAL] 74.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your first and last name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you for that and this is, is this a claim for yourself or a dependent?
[CUSTOMER][NEUTRAL] Dependent Shade.
[AGENT][NEUTRAL] Last name and date of birth.
[CUSTOMER][NEUTRAL] So, last name is [PII]. Date of birth is March, um, is it [PII].
[AGENT][NEUTRAL] And do you have the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, not really. It's from, uh,
[CUSTOMER][NEUTRAL] It's the last one, the last claim that that that's there for her, that's the only 1. $322.
[AGENT][NEUTRAL] OK, that payment was sent to you.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Male.
[AGENT][NEUTRAL] Yes, it was a check sent on [PII]. 0, you probably haven't gotten it yet. Today is only the [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So the check will be coming to you, to the address we have on file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What was there a way that I could have done it so that you guys send it directly to the provider?
[AGENT][NEUTRAL] Yeah, the provider we pay whoever files, so they would have to file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] No problem. OK. Uh, I understand now. Thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] Well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.