AccountId: 011433970860
ContactId: a5f97597-6b13-4aaa-bdb3-bec57e6545c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195479 ms
Total Talk Time (AGENT): 121106 ms
Total Talk Time (CUSTOMER): 66593 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a5f97597-6b13-4aaa-bdb3-bec57e6545c9_20250616T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII] and uh I had called earlier. The policy number is 0231069.
[AGENT][NEUTRAL] Hold on one moment [PII]. Hold on, hold on one moment. Let me get to that screen. Alright, I'm ready for the policy number.
[CUSTOMER][NEUTRAL] 0231069
[AGENT][NEUTRAL] All right, and this is for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] And give me that number again because that didn't bring him up.
[AGENT][NEUTRAL] What is the number
[CUSTOMER][NEUTRAL] 023.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0231069
[AGENT][NEUTRAL] OK. 131069.
[AGENT][NEUTRAL] OK 023.
[AGENT][NEUTRAL] That must not be enough numbers. You said 0231069 correct?
[CUSTOMER][NEGATIVE] One, yeah, there's a one on the end. I'm missing that one.
[AGENT][NEUTRAL] OK, well, OK, OK. Now we, now we got, excuse me, I'm sorry. All right, how can I help you today? First, verify his, uh, mailing address and his date of birth for verification.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's your first name, Miss?
[CUSTOMER][NEUTRAL] It's [PII]. [PII].
[AGENT][POSITIVE] Yeah, yeah, yeah, I know we have permission to speak with you. OK, how can I help you with today?
[CUSTOMER][NEUTRAL] Uh yes, uh, I talked to you last Monday and you said that you had got the papers that they were asking for and that you were gonna review it well today in the mail we got another packet and it's all the same.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All the same papers that we got but it says um.
[CUSTOMER][NEUTRAL] To fill it if you're continuing or if you're supplementing a new one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know what their uh.
[AGENT][NEUTRAL] Can you give me the, can you give me the claim? Did you get an explanation of benefit or you just got a claim for?
[CUSTOMER][NEUTRAL] No, we just got the same claim forms. It just says thank you for.
[AGENT][NEUTRAL] OK, well, maybe somebody had mailed it out. Yeah, somebody must have mailed it out to you twice because I didn't send you a claim form. His claim was processed on the [PII]. The check would have been mailed out to our office on Friday, which was the [PII], so his claim been processed and uh.
[AGENT][NEUTRAL] Uh, paid him up to [PII], and the only thing he got to do for the next month after the [PII] for benefits to be paid, he have to fill out the insured's statement, which is just his portion of the claim form, two pages, the insurer's statement. But yes, we have processed his claim and it was processed and released to go out on the [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so we have to fill out the insured statement?
[AGENT][NEUTRAL] For the July benefits to be paid after the [PII], yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Library, Miss [PII] and. You have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.