AccountId: 011433970860
ContactId: 975e529c-0735-4c2c-9677-e31b0a65beb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329950 ms
Total Talk Time (AGENT): 99745 ms
Total Talk Time (CUSTOMER): 82413 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/975e529c-0735-4c2c-9677-e31b0a65beb0_20250527T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because it said that they they completed for my file is today and I'm calling to check on it.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEGATIVE] [PII], and y'all have service from the [PII], so that's not correct.
[AGENT][NEUTRAL] Uh, what is your policy number?
[CUSTOMER][NEUTRAL] 254-585-1
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] And my husband is the
[CUSTOMER][NEUTRAL] Person that was in an accident.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] Sure, [PII], 10573 address [PII]. Email [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and you said it's a claim for your husband?
[CUSTOMER][NEUTRAL] Yeah, an accident. I have the claim number if you want those.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 360567-9.
[CUSTOMER][NEUTRAL] And 3605712.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like they were both processed today. And so it looks like a payment will be sent out tomorrow in the amount of 350.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For one
[AGENT][NEUTRAL] And give me a moment.
[AGENT][NEUTRAL] And 275 for the other.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So those will be sent out tomorrow. I'm sorry?
[CUSTOMER][NEUTRAL] And what is this for?
[CUSTOMER][NEUTRAL] What is this for? What are they paying for?
[AGENT][NEUTRAL] Uh, looks like, one looks like for phy uh physical therapy. Another looks like it's for an appliance, a walker boot.
[AGENT][NEUTRAL] And the other claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like for.
[AGENT][NEUTRAL] That's not it. hold on one moment.
[AGENT][NEUTRAL] Uh, it looks like for the other one is mainly for physical therapies that, uh, looks like from April and May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is physical therapy and appliance, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right, thank you. And how much was the appliance for?
[AGENT][NEUTRAL] Uh see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, if I put in the correct claim number, give me one moment. Uh, it looks like for 125.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, cause I had, um, it was 2 appliances, not one.
[AGENT][NEUTRAL] OK, let me pull up your benefits and might be transferred to a representative. Hold one moment please.
[AGENT][NEUTRAL] Do you have the date
[AGENT][NEUTRAL] And it states on the policy, the benefit is payable one per plan a year per covered person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. OK, thanks a lot.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL bye.