AccountId: 011433970860
ContactId: cd21ea1c-2869-48df-be12-f2fc574ddb15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317100 ms
Total Talk Time (AGENT): 151372 ms
Total Talk Time (CUSTOMER): 75543 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/cd21ea1c-2869-48df-be12-f2fc574ddb15_20250127T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to check on a claim please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] All mixing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] Uh, OK, I can start choosing your social. That's OK.
[CUSTOMER][NEUTRAL] Not only.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. I do have that as [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, just wanted to make sure all right appreciate you verifying all of that.
[AGENT][NEUTRAL] OK, bear with me just a moment, let me get your claims pulled up here.
[AGENT][NEUTRAL] So I see a claim that we've received on [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, looks like that just finished processing right now, uh, actually like today, um, so we did pay that benefit of $772.39.
[AGENT][NEUTRAL] Bear with me just a moment. Did you have direct deposit set up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK awesome alrighty so you should, depending on the bank of course um I would say no longer than 2 to 3 business days you should see that in your account.
[CUSTOMER][POSITIVE] OK, thank you ma'am I appreciate it.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh. Hey, I got a, hey, I got a question.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, about my policy because I never got a book and I don't know much about this.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, do, and I just got a couple of questions. Do y'all pay for wellness exams?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can definitely see if office visits are covered under this policy, and I would also be more than happy to send you a copy of the policy certificate so you've got that. All right, bear with me just a moment, let me take a look here. Of course, absolutely. All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] If you wouldn't mind doing that.
[AGENT][NEUTRAL] Sorry, bear with me just a moment. I'm just skimming over the benefits real quick so I can see that some of them offer that, some of them don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this policy, excuse me, it wouldn't necessarily be a wellness exam, so office visits in short are not going to be covered under this policy however treatment received in office could be. So for example if you had to go to the doctor of receiving treatment, the visit if they just charged you for a visit like a consultation, then this wouldn't be able to pay anything but treatment received in office could be.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, well, can you just kind of just mail me a book where I can read up on it and know a little bit more about it?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, so I can absolutely I can have a paper copy mailed to you or I can email you a copy as well. What would you prefer?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEGATIVE] Uh, paper copy mail would would be better.
[AGENT][NEUTRAL] OK, uh, of course I will get that mailed to you. Um, did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you, ma'am appreciate it.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh-huh. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.