AccountId: 011433970860
ContactId: be0bf5ec-62a9-4d92-b670-a61f364c5d2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388329 ms
Total Talk Time (AGENT): 141885 ms
Total Talk Time (CUSTOMER): 71349 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/be0bf5ec-62a9-4d92-b670-a61f364c5d2a_20250325T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm calling to check on a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Sure, um, it's [PII], and I don't have my policy number.
[AGENT][NEUTRAL] OK, Ms. [PII], I can look it up with your social. Can you give me that?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] I'm going to search that now.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] The first for me, please. [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII] or either [PII].
[AGENT][NEUTRAL] OK, I do have the Deegan and uh, may you please give me your phone number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your phone number, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying your policy for me. If our call gets dropped, is that a good number to call you back on?
[CUSTOMER][POSITIVE] OK thank you very much
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] Alright, so you're looking for claims.
[CUSTOMER][NEUTRAL] Go. I got an email today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And which policy is it that your um claim is on?
[CUSTOMER][NEUTRAL] Um, the accident, it's for my husband, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just a moment while it pulls up for us.
[AGENT][NEUTRAL] And my computer is spinning. I'm sorry, it's taking just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] I'm having some difficulties with my computer right now. I apologize, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm. That's OK.
[AGENT][NEUTRAL] Let me try to get out, open it again.
[AGENT][NEUTRAL] OK, I think I have it.
[AGENT][NEUTRAL] OK, you said that you received um an email today, is that correct?
[CUSTOMER][NEUTRAL] Yeah, not an email, a text saying that my claim is complete.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that the claim.
[AGENT][NEUTRAL] has been paid $500.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's going to be direct deposited.
[CUSTOMER][NEUTRAL] For what?
[CUSTOMER][NEUTRAL] For what?
[AGENT][NEUTRAL] For [PII]'s claim, um,
[CUSTOMER][NEUTRAL] Would they paid it based on cause I
[CUSTOMER][NEUTRAL] I know, I think it should be more than that. What are they saying? It's for.
[AGENT][NEUTRAL] OK, so the claim that was sent in was for um.
[AGENT][NEUTRAL] I can't see all the information. There is a, the claim number is.
[AGENT][NEUTRAL] Uh, let's see, 357-9902.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And there is a procedures.
[AGENT][NEUTRAL] Uh, it's not let me see the procedure codes, but there was $100 paid to one procedure code, $100 paid to another. It was also billed 100. The other one was billed $100 and paid.
[AGENT][NEUTRAL] And then there's another procedure code that was billed 300 and it was paid 300. So the total bill was 500 and the total paid was 500.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.