AccountId: 011433970860
ContactId: b5254680-0e7d-4af2-ab15-cdc6f2ec09fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64308 ms
Total Talk Time (AGENT): 18525 ms
Total Talk Time (CUSTOMER): 41565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b5254680-0e7d-4af2-ab15-cdc6f2ec09fd_20250218T17:40_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone. Her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her policy number is 239-029-2 and she's at the doctor's office and she's working on her claim, and they're wondering how is the money dispersed? Is it all at one time for critical illness or does it come every month a certain amount?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If the claim is approved.
[AGENT][NEUTRAL] It's just one amount. Um, this is, it's not monthly.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I, I wasn't sure if you guys like dispersed it a check a month if they asked for that or not, but that's what her question.
[AGENT][NEUTRAL] Is this, this is
[AGENT][NEUTRAL] OK, cause this is, yeah, it's not like disability. Disability you get it once per month.
[CUSTOMER][NEUTRAL] OK, I'll let her know that then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.