AccountId: 011433970860
ContactId: 942769ef-5d7a-4239-87db-18c024dd446b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195830 ms
Total Talk Time (AGENT): 100694 ms
Total Talk Time (CUSTOMER): 60608 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/942769ef-5d7a-4239-87db-18c024dd446b_20250408T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Hi, my name is [PII]. I was, I talk to somebody on Thursday. I was just trying to check uh the status on my claim.
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] OK, well I can definitely help you with your claim status. And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 02414260.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Uh, date of birth [PII]. My email is, is kind of screwed up. I can't. I gotta try to reset it. I've been having problems with it receiving stuff on it.
[AGENT][NEUTRAL] OK, it's OK. I just need to verify what's on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your, the email address on file?
[CUSTOMER][NEUTRAL] Uh, it should be, I think it's [PII].
[AGENT][NEUTRAL] Yes, sir, and thank you so much for verifying your information. And so would this be the most recent claim here?
[AGENT][NEUTRAL] That you're looking for?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, so all the information, all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that um as of [PII], the claim finished processing is a total of $10,000. And let me see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it looks like that's being mailed to you. Um, so it was sent out on, let me see, depending on the day. The [PII] was a Friday, so technically everything goes out [PII] of the [PII] it processes, so I'm gonna just count as Monday because I don't, we don't work on the weekends.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] OK, so it should be in the day again, I guess.
[AGENT][NEUTRAL] Well, it's coming from [PII], so I don't know how um
[AGENT][NEUTRAL] How long it takes to get to [PII], but let's just say it did go out on the [PII], most likely it went out the [PII] on Saturday, but just to be on the safe side, I'll say uh it went out on Monday, yesterday, so, um, you should be receiving it at least give it a week at least, um, because it is the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] You know, that'll be all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] I