AccountId: 011433970860
ContactId: af6a960c-95b2-47ac-9c97-76b0e71dda2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273859 ms
Total Talk Time (AGENT): 123124 ms
Total Talk Time (CUSTOMER): 74606 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/af6a960c-95b2-47ac-9c97-76b0e71dda2f_20250416T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to check on a claim please.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with the claim. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Well, my name is [PII], and my number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is 10935.
[AGENT][NEUTRAL] OK, can you give that to me again? I got 10935.
[CUSTOMER][NEUTRAL] 010927
[CUSTOMER][NEUTRAL] 35.
[AGENT][POSITIVE] OK, thank you very much. I appreciate it, Ms. [PII]. Let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and are you with the um facility?
[CUSTOMER][NEUTRAL] Broker, uh, we're with the broker John [PII] Partners Benefit group.
[AGENT][NEUTRAL] You're the broker.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me look that up real quick. I appreciate you being patient with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and I see that the agent.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, let me go back to the insured.
[AGENT][NEUTRAL] OK, can you please uh give me the date of service of the claim?
[CUSTOMER][NEUTRAL] Um, well, it's a con it's been a continuous claim, so I don't really know like it, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess on this last one I sent in it says date first treated for condition was [PII].
[AGENT][NEUTRAL] OK. I do see that we did have some information submitted on [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Does that sound like around the time? OK.
[CUSTOMER][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, I sent that mhm.
[AGENT][NEUTRAL] OK. All right. Let's look real quick.
[AGENT][NEUTRAL] OK, it looks like um the insured had a payment that went out on [PII], which was yesterday.
[AGENT][NEUTRAL] And it was direct deposited, so he'll have to give it a couple of days for his bank to process the direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you know how much that was?
[AGENT][NEUTRAL] $800.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that all for.
[CUSTOMER][NEUTRAL] Is that for like the month uh how does that work? Is that like for the month of April or March you think?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm checking. He received a payment in March.
[AGENT][NEUTRAL] On [PII], so this would be for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] April, he also received a payment in January and February.
[AGENT][NEUTRAL] So this would be April's payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] OK. You're so very welcome. Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Uh, that's it. I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful Easter and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.