AccountId: 011433970860
ContactId: ceaf3b04-a030-45a5-a7a4-881f478ded52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240789 ms
Total Talk Time (AGENT): 97330 ms
Total Talk Time (CUSTOMER): 57492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ceaf3b04-a030-45a5-a7a4-881f478ded52_20250317T14:09_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, oh, this is a personal cancer claim, is that not the right department?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you've got the right one. What is uh your name and your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my plan number is 252-898-85.
[AGENT][NEUTRAL] OK, Ms. [PII]. Let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Miss, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am, and then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my address is [PII]. Phone number is [PII] and email is [PII].
[AGENT][POSITIVE] Thank you so much, Miss [PII] for verifying your policy. If our call gets disconnected, is that number you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So are you looking for the claim that was submitted on [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check it for you.
[AGENT][POSITIVE] My computer's slow. I'm sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, it looks like your claim is being paid.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's going to be paid in the amount of $10,683.55.
[CUSTOMER][NEUTRAL] 10,0603 what?
[AGENT][NEUTRAL] 683 55.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and when will that, that's direct deposit, I think, isn't it? So do you, when will it be paid?
[AGENT][NEUTRAL] Yes, yes, ma'am. It hasn't actually left us yet. It's still in the process of being paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] Yeah, they're working on it should be the next couple of days it should be released while it's in the progress of of being paid, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect. Uh-huh, thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Anything else I can do to help you before we go?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I think that's all.
[AGENT][POSITIVE] OK, well you have a wonderful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.