AccountId: 011433970860
ContactId: b24b1d42-c239-4225-8c15-37b4102a31e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183740 ms
Total Talk Time (AGENT): 101241 ms
Total Talk Time (CUSTOMER): 73056 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b24b1d42-c239-4225-8c15-37b4102a31e9_20250214T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] 22 minutes.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling to make sure my paperwork was submitted and you guys have it. Uh, I got my policy number here right here if you need it.
[AGENT][NEUTRAL] OK, [PII], so a claim has been, you submitted claims information and you're wanting to verify if it was received?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Yeah, received and it's uh in process.
[AGENT][NEUTRAL] Yes, sir. I can help you with that and [PII]. What is your last name?
[CUSTOMER][NEUTRAL] [PII] is, uh my last name is [PII] First name [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you please, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 253-62.
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] OK. Thank you. One moment while I get your information pulled up, please, Mr. [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], I will need to verify several things with you first for security and also any information that is provided today will be a verification. Give me just one moment, please.
[CUSTOMER][NEUTRAL] Yeah, my email address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the information I provide for you today will be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]. Email address is [PII] [PII]. [PII].
[AGENT][POSITIVE] Thank you. And your home mailing?
[AGENT][NEUTRAL] Thank you and the phone number that we have for you is also the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Now, Mr. [PII], have you ever set up your profile in our APL online service center so that you can have access to your information online?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We don't have that great of internet research. I only have Century link out here and it's really spotty.
[AGENT][NEUTRAL] Uh, uh, OK.
[CUSTOMER][NEUTRAL] I know I'm out in the country, yeah.
[AGENT][NEUTRAL] OK, if you ever, OK, if that ever gets better and they put up a tower out in your area, you can call us back and we can tell you how to set that up so you can have access to all of this online as well. So I do see that we did process a claim on the [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Of February, it went through nightly processing last night. It is scheduled for direct deposit, and the amount of the benefit paid is $4,805.06.
[CUSTOMER][POSITIVE] Sounds like a plan. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that is it. Thank you. Sorry, it's my puppy in the back and he's locked up.
[AGENT][NEUTRAL] OK. Uh, you
[AGENT][POSITIVE] Uh, well, that's OK. Thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah,