AccountId: 011433970860
ContactId: bc99ddae-9823-41d4-bf59-086371946aa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380890 ms
Total Talk Time (AGENT): 94014 ms
Total Talk Time (CUSTOMER): 109831 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/bc99ddae-9823-41d4-bf59-086371946aa3_20250423T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] and I'm calling to check on the status of a claim that was submitted, um.
[CUSTOMER][NEUTRAL] Couple of days ago, maybe on the [PII], uh, my policy number is 83 cancel policy 83888.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 838888.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], what's your last name and your date of birth?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what's your mailing address and the email on file?
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And who am I talking to? Who am I talking to, please?
[AGENT][NEUTRAL] This is this is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and do you have a claim number or a date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service I have to pull my.
[CUSTOMER][NEUTRAL] File, let me see.
[CUSTOMER][NEUTRAL] OK, the date of service is [PII].
[CUSTOMER][NEUTRAL] For my husband [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like we paid.
[AGENT][NEUTRAL] $10,000 toward chemo.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Have you received that check yet?
[CUSTOMER][NEUTRAL] No, I have not. I filed the claim. I see uh my fax here was for [PII] and the [PII], and I, uh, requested that it be deposited to my account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My Reg's account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Though direct deposit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And I haven't checked my account. I haven't logged into my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK, it looks like we received your documents on [PII] and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We did pay.
[AGENT][NEUTRAL] But there is no process date, so that means that it is still in the works. So I would just wait about like 5 to 7 days for that to process um and hit your bank account.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Uh, thank you so much, [PII]. You have a good afternoon.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course. Is there anything else I can help you with while I have you on the line?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] All right. Well, have a good day, [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. All right. Bye-bye.