AccountId: 011433970860
ContactId: c924aeef-1842-4abf-80b9-0b5108c7893a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171360 ms
Total Talk Time (AGENT): 79835 ms
Total Talk Time (CUSTOMER): 75728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c924aeef-1842-4abf-80b9-0b5108c7893a_20250213T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, good evening. My name is [PII].
[CUSTOMER][NEUTRAL] And I'm a member of.
[CUSTOMER][POSITIVE] I have a uh I had a policy effective.
[CUSTOMER][NEUTRAL] Until [PII] and I put a claim.
[CUSTOMER][NEUTRAL] I would like to know the status of the claim. I sent the fax.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm happy to check on that. What is your policy number?
[CUSTOMER][NEUTRAL] OK, um, the group number?
[CUSTOMER][NEUTRAL] Or uh outpatient benefit certification number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, the certificate number, please.
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 295715 M as in Mary L as in Lee 8.
[AGENT][NEUTRAL] All right, thank you so much. And then if I could verify your first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name is [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then if I could get your um address and email address please.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] All right, thank you so much. So.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The last claim that I see, it looks like was
[AGENT][NEUTRAL] Reported on the [PII].
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $150. Let me pull this check and verify that. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the check was sent to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, 3, hold on.
[CUSTOMER][NEUTRAL] I, I am so confused [PII], yeah, that's correct that's correct, [PII].
[AGENT][NEUTRAL] OK. So, the check was mailed. It looks like, or the check was uh cut on [PII]. So that would have been a week ago yesterday. So you should be getting it in your mailbox in the next day or two.
[CUSTOMER][POSITIVE] Oh, OK. I appreciate it. I appreciate it. Thank you very much. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome, [PII]. Uh-huh.
[CUSTOMER][POSITIVE] Uh thank you, have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.