AccountId: 011433970860
ContactId: bb1e24b1-09f5-4373-b2b8-9256f9c2c8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615940 ms
Total Talk Time (AGENT): 123498 ms
Total Talk Time (CUSTOMER): 220247 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/bb1e24b1-09f5-4373-b2b8-9256f9c2c8ac_20250113T20:42_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have an insured on the line. He is calling because he received a letter today about a claim he submitted and I was just gonna see if you could tell him what that letter means and talk to him about the
[CUSTOMER][NEUTRAL] What point he's at in the claims process.
[AGENT][NEUTRAL] OK. Do you have a callback number for him?
[CUSTOMER][NEGATIVE] Um, oh Lord, he was transferred to me and I did not get that from Ali.
[CUSTOMER][NEUTRAL] Um, let's see, let me see if it's the same as that's in his policy. Um, his policy number is 7,346,660.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[AGENT][NEUTRAL] OK. And you verified everything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, she did before she transferred.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, here he come. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, the lady told me to hold on as you were, she was going to explain my situation to you about a claim I had [PII].
[AGENT][NEUTRAL] Yes, you had a question about a claim. What data service was it for?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on, I'll try to.
[CUSTOMER][NEUTRAL] Crime and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now at the very top left hand corner has check date [PII].
[AGENT][NEUTRAL] OK, hold on just a moment, let me look it up for you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I don't know, I see here the service date was [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Aye
[CUSTOMER][NEUTRAL] I didn't realize it had been that long.
[AGENT][NEUTRAL] And it comes out of your bank account?
[CUSTOMER][NEUTRAL] It's supposed to, yes, ma'am.
[CUSTOMER][NEGATIVE] My premiums are supposed to be deducted from a checking account at Cottonwood Bank.
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] of 24.
[AGENT][NEUTRAL] Hold on one moment, let me see if I can get someone, OK, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is your phone number [PII]?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment, let me check on it for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had no idea what all of this. I thought everything was good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] $217.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm all in home.
[CUSTOMER][NEGATIVE] I've paid him that already. I'm waiting for a refund for my insurance.
[CUSTOMER][NEUTRAL] That's the way it works.
[AGENT][NEUTRAL] I'm still checking on it for you, Mr. Go.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Have you sent the premiums in for your policy?
[CUSTOMER][NEUTRAL] I thought I had, but the previous lady I talked to just before you.
[CUSTOMER][NEUTRAL] She said she was gonna um
[CUSTOMER][NEUTRAL] My, my first one will be taken out and
[CUSTOMER][NEUTRAL] In February for
[CUSTOMER][NEUTRAL] OK, but I, I'm supposed to be all paid up so uh.
[CUSTOMER][NEUTRAL] But the previous lady I talked to, she explained it to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I was asking her the previous lady that you spoke with, and
[AGENT][NEUTRAL] It looks like it will draft tomorrow, so when it drafts tomorrow that claim will be processed. It's just holding to that premium is paid.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So it will when it drafts the bank drafts tomorrow and we will process that claim.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So, I will get paid for that office visit to my dentist.
[AGENT][NEUTRAL] Yes sir, whenever it will be processed whenever that bank draft goes through.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, which should be tomorrow.
[AGENT][NEUTRAL] Tomorrow, she said, yes, sir.
[CUSTOMER][POSITIVE] OK, and my wife is covered on this policy also that's very important.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, that should be all I need to know, Ms. [PII]. Uh, is there anything else you can think of? I might need to know that you could tell me while we're talking, or?
[AGENT][NEUTRAL] Not that I know of. My name is [PII]. The lady you spoke to prior was [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry, and, and your name is [PII]?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] In [PII],
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] If I need to get in touch with you later on about this, just
[CUSTOMER][NEUTRAL] Call the company and uh
[CUSTOMER][NEUTRAL] As for you, maybe.
[AGENT][NEUTRAL] You can, or my extension is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so I think you said that check would be processed tomorrow possibly so by.
[AGENT][NEUTRAL] Yeah, it'll be processed when that bank draft goes through tomorrow and then the check will go out the next day.
[CUSTOMER][NEUTRAL] OK, so I should know something about this weekend or by Monday.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The, uh, to the mail.
[AGENT][NEUTRAL] But it will, it should go out not tomorrow but the next day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my wife is gonna have some dental work done in the next 2 or 3 days. Uh, she'll be covered on that too, we won't she, uh.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well, sorry about all the questions, but when I got this letter today, I thought everything was completely taken care of and it kind of came as a surprise to me that there was some question about it because
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Uh, a couple of months ago when
[CUSTOMER][NEUTRAL] I had to change my checking account. I thought I did everything the right way and had it all straightened out, and this letter came today and it kind of caught me by surprise, but
[CUSTOMER][NEGATIVE] It sounds like everything is straightened up now.
[AGENT][POSITIVE] Yes, sir. If you have any more questions, you can give me a call back.
[AGENT][NEUTRAL] If I can't help you, I'll get you to the correct person that can.
[CUSTOMER][NEUTRAL] OK, miss.
[CUSTOMER][POSITIVE] OK, OK, well thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you, Mr. [PII] for calling APA. You have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] So the juice.