AccountId: 011433970860
ContactId: cb8c64fa-b6f0-4f60-9c99-a85a05b493a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383940 ms
Total Talk Time (AGENT): 80187 ms
Total Talk Time (CUSTOMER): 58571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/cb8c64fa-b6f0-4f60-9c99-a85a05b493a4_20250401T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Miss [PII], I'm trying to see where my claim.
[CUSTOMER][NEUTRAL] Uh, has it been processed? I got my stuff and I'm just trying to check on it.
[AGENT][POSITIVE] OK, well, I can definitely help you um with the claim. May I have your name?
[CUSTOMER][NEUTRAL] My payment
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, 501.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is 640768.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] is my birthday [PII]. Email [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], do you mind if I place you on just a brief hold while I locate the claim and look at the um update?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So, um, the the claim finished processing on [PII]. Um, it looks like it's awaiting premium to be received and then the funds can be dispersed, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So then, so that's all I was waiting for, it's been processed.
[CUSTOMER][NEUTRAL] Cause I, they say my.
[CUSTOMER][NEUTRAL] What day do they take out my premium, so I know from now on.
[AGENT][NEUTRAL] Let me see, hold on one second.
[AGENT][NEUTRAL] It looks like the [PII], around the [PII] of each month, sometimes it's a few times it's been the [PII] or the [PII], but most of the time it's the [PII].
[CUSTOMER][NEUTRAL] OK, cause I thought so. I thought it was, yeah. OK. I'm just trying to make sure cause I know I pay my stuff.
[AGENT][NEUTRAL] Yes, ma'am
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you. You're very helpful. Thank you so much.
[AGENT][POSITIVE] Well, I'm glad I could assist you and thanks for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Bye bye.