AccountId: 011433970860
ContactId: c65eb0b4-6457-4ca2-a598-157fffffdeb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192679 ms
Total Talk Time (AGENT): 111621 ms
Total Talk Time (CUSTOMER): 94782 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c65eb0b4-6457-4ca2-a598-157fffffdeb1_20250217T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APAL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I was just calling to make sure that y'all got a claim I had sent, uh, uh, faxed in.
[AGENT][NEUTRAL] All right. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Ms. [PII], what's that phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. Thank you for that information. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I do. It is 727.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 551.
[CUSTOMER][NEUTRAL] And it's gonna be the claim on my husband. I had put one in in December and I've already received it, but this is on my husband.
[AGENT][NEUTRAL] OK. Now, what's your husband's name?
[CUSTOMER][NEUTRAL] Uh, [PII], but he's under me, yeah, huh?
[AGENT][NEUTRAL] All right. For verification, uh-huh, for verification, give me your birthday and your mailing address for verification.
[CUSTOMER][NEUTRAL] OK, my birthday is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And what about your email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and you were checking claim status on him, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, just on the one, yes, I sent it on [PII]. I, um, faxed it. It was for a PSA.
[AGENT][NEUTRAL] OK. OK, now.
[AGENT][NEUTRAL] OK, looks like on 127, a claim was processed paying a benefit of $90. You have not received that check?
[CUSTOMER][NEUTRAL] I have not received the check yet, no, ma'am.
[AGENT][NEUTRAL] OK, let me see what, uh, this check number is and checking just to see.
[AGENT][NEUTRAL] When I can find out for you. Hold on.
[CUSTOMER][NEUTRAL] And that was on him, right? That was the one on him?
[AGENT][NEUTRAL] That is on, this is on him, a preventative of PSA uh-huh. Give me one second. OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Right, right, uh-huh, OK.
[AGENT][NEUTRAL] OK, and you, we got the right address, [PII]. That is correct, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] What now?
[CUSTOMER][NEGATIVE] No, that's not the right, um, that's not the right zip code that you just said my policy number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, zip code is [PII]. Is that correct? Uh-huh, that's what we got. We got [PII].
[CUSTOMER][POSITIVE] Correct, correct, yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah, I guess I'll give it a little bit to see, but no, ma'am.
[AGENT][NEUTRAL] Uh-huh, and
[AGENT][NEUTRAL] Yeah, because if you don't, yeah, if you don't have it by the [PII], call back and we can get that check board and it reissue, but since we got the right address, we have to at least give it 30 days.
[CUSTOMER][POSITIVE] Yes, OK, well I'll be looking for it. Thank you.
[AGENT][POSITIVE] All right. And you're welcome. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, well, you have a wonderful day and thanks for calling American Public Life. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh you too uh huh bye bye.