AccountId: 011433970860
ContactId: d88a1ef9-0488-4217-824f-c258bcfe9356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325010 ms
Total Talk Time (AGENT): 170876 ms
Total Talk Time (CUSTOMER): 108309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d88a1ef9-0488-4217-824f-c258bcfe9356_20250305T23:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII], and I'm calling in regards to my claim.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was just trying to follow up on it and make sure that if y'all need anything, I can go ahead and start working on it because it's like I think we're at the 10 day.
[AGENT][NEUTRAL] OK, let's take a look and see what we can find. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hold on, let me look it up it's right here in my face. 239-029-2.
[AGENT][POSITIVE] Alright, thank you [PII] let me pull this up here one moment.
[AGENT][NEUTRAL] All right. And then if I can get your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] Alright, thank you so much. Let me see what we've got here as far as claims. One second.
[AGENT][NEUTRAL] All right, looks like they were just processed here, so let me pull this up.
[AGENT][NEGATIVE] OK, so looks like [PII], um, the claim is processed and the benefit amount was paid on this to you. Looks like you have direct deposit set up so it was just processed today, so direct deposit, what is today? today um my days are all messed up. I feel like you should probably have.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wednesday.
[AGENT][NEUTRAL] I was gonna say you should probably have it by Friday. Usually just takes a couple of days. Um, it looks like the benefit payment on the claim is 20,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's all I needed to know because I went to my um teaching class today to basically they did just informing me what type of chemo I'm having and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That type of thing, educating me in the side effects and all that kind of stuff. And so they're asking me to pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have an out of pocket.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] And that's like 5K. So, and I have to like pay so much of it down before I can start and they can set the rest of it up on payment plan. I'm like, OK. I'm like you guys, I'm a teacher.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yeah, right, you're like little Grace.
[CUSTOMER][NEUTRAL] We don't make that much.
[CUSTOMER][POSITIVE] OK. Well, that's a relief.
[AGENT][NEUTRAL] Yeah, well,
[AGENT][POSITIVE] Yeah, this will definitely help you with that. So like I said, it's just now showing paid um and so just give it a day or two. It it may be Monday before the direct deposit hits, but since it was done today, hopefully you'll have it by Friday.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, cause y'all wire it out, is that how you do it?
[AGENT][NEUTRAL] Mhm. Yeah, cause it was direct deposit. So yeah, it's just sent to your banking um bank account and so, yeah, you're not gonna have to looks like wait on a check or anything like that. I don't see a check number, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, if it's they'll they'll make it available as soon as they get it, so.
[AGENT][NEUTRAL] Yeah, so shouldn't take too long like I said, um, we'll just, yeah, send it to your bank kind of like a a paycheck direct deposit type deals so hopefully by Friday you should have it there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so y'all um send it out today though.
[AGENT][NEUTRAL] Mhm, yes, ma'am. My show was processed today. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it might be available tomorrow then OK.
[AGENT][POSITIVE] Yeah, yeah, absolutely. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No ma'am, that's it thank you. So, oh hold on, I have one more question before you go. So when will it it it'll update on the system once I received it, right?
[AGENT][POSITIVE] You're very welcome. Take.
[AGENT][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] Yeah, I mean, you're talking about online.
[CUSTOMER][NEUTRAL] Yes ma'am, because that's what I've been referring back to.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so it probably may not show yet online paid out yet, um, but yeah, if you check, give it like 24 hours and it should show updated by tomorrow at the very latest because right now I can see the benefit payment and the day it was reported and that it's been paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But it doesn't even show a process date it just shows me processed and usually there's a process date so that should update overnight so that's maybe why you're not seeing it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that'll work.
[AGENT][POSITIVE] All right. Well, if you have any other questions or concerns, please feel free to call. We're always happy to help.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye bye.