AccountId: 011433970860
ContactId: d7e890f7-6921-4368-8f36-897635bf61ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239949 ms
Total Talk Time (AGENT): 72460 ms
Total Talk Time (CUSTOMER): 92337 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d7e890f7-6921-4368-8f36-897635bf61ed_20250313T16:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she's calling about a claim that uh was processed, but it looks like it was.
[CUSTOMER][NEUTRAL] It looks like it was worked on, but there's no direct deposit. There's like nothing indicating that the payment went out. Um, and it's saying that it's today, but it's been a while like that. It looks like good.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 486-564.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me make sure it's not an audit.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No, I don't see that this claim is an audit. It looks like maybe it was.
[AGENT][NEUTRAL] Yeah, well, looks like [PII] looked at it. She must have not just, she must have didn't release it. So I'll reach out to her and let her know that it wasn't released. I would just only tell them that it's in final processing, but I'll let [PII] know.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. OK, yeah, that's why I'm like, mm, that's why I'm calling because it didn't look right to me. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'll let her know. It looks like she probably just didn't release it.
[CUSTOMER][NEUTRAL] Mm OK. So let me go ahead and put the number through. Um, you're ready for her?
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]?
[AGENT][NEUTRAL] Yeah, go ahead, you can send it to me. I, I'll, I'll let her know that it's in final processing.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. OK.
[CUSTOMER][NEUTRAL] OK, and I fully verify her, OK? Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's in the claims department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] I'm sorry you you said she's on the line right now? Yeah, she's in the claims department and she's gonna give you from here OK? Have a good day OK OK thank you thank you.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, she mentioned that that you were calling in regards to your claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that claim is currently in final processing at this time.
[CUSTOMER][NEUTRAL] So, what does that mean?
[AGENT][NEUTRAL] That is in final processing, so it should be finalized by the end of this week.
[CUSTOMER][NEUTRAL] OK. I know, I think it was on the [PII]. I got a text that said I was reviewing it and I should hear from 1 to 3 days.
[AGENT][NEUTRAL] Yeah, it should be in the it it's in final processing right now, so it should be uh finalized by the end of today or no later um by tomorrow.
[CUSTOMER][NEUTRAL] So it's still
[CUSTOMER][NEUTRAL] Oh, OK. I had just gotten a second letter, so I was just trying to check it out.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, thanks for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye.