AccountId: 011433970860
ContactId: 9e03bcd2-81f0-445d-81ea-02e1b1eeb6e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116010 ms
Total Talk Time (AGENT): 27399 ms
Total Talk Time (CUSTOMER): 62359 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9e03bcd2-81f0-445d-81ea-02e1b1eeb6e4_20250520T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I just, um, filed a cancer claim on my cancer policy, and I saw that um I had filed a wellness check and um it showed that it paid out $50. And so I was just curious, like, and I don't even know really exactly what.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, what level of benefits I selected with that cancer plan. And I was also kind of curious about when it'll fund just because I have a battery of tests coming up that they're gonna expect me to have my deductible met for.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I see. OK, so the claiming question this was for your wellness, um, did you file additional claims? Is that what you mean? I'm sorry, you just wanna see the turnaround time for benefit payments?
[CUSTOMER][NEUTRAL] Right, I, the wellness.
[CUSTOMER][NEUTRAL] Yeah, the wellness one I already saw funded and I just, I was just curious about the cancer because I completed that yesterday and I got a message this morning that said it's complete, so I was just wondering like the turnaround.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Sure, OK, so that's the claim process. I understand. OK, so we can go ahead and get that pulled up and take a look, um, it is going to depend, of course, if, um, you know, you set up direct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did set up direct deposit.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Yeah that's true.
[CUSTOMER][NEUTRAL] 48 0.
[CUSTOMER][NEGATIVE] It's like the system is glitching out.