AccountId: 011433970860
ContactId: db5f53ef-ccd8-4a8d-b971-f61991f7ab9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186179 ms
Total Talk Time (AGENT): 112110 ms
Total Talk Time (CUSTOMER): 77213 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/db5f53ef-ccd8-4a8d-b971-f61991f7ab9c_20241230T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm just checking on the status of a claim that I submitted and I just wanted to make sure I provided all the information I was supposed to.
[AGENT][NEUTRAL] OK. Are you the insured and this is a claim for yourself?
[CUSTOMER][NEUTRAL] Yes, I yes.
[AGENT][NEUTRAL] Yes, sir. OK, I can help you with this. And who am I speaking with?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 245-5096.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And Mr. [PII], I will need to verify several things with you first for security and also any information that is provided today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] M.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][POSITIVE] OK, thank you. And lastly your email.
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. So I do see Mr. [PII] that we received some information uh for review on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is still in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That hasn't been reviewed at this time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. Um, usually guys are pretty quick about that. Um, it does say here I'm looking here and I've never noticed it maybe it was like this, but it just says status lapsed.
[AGENT][NEUTRAL] Yes, sir, this policy is no longer active. Well, it will be as of [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I got you, yeah, yeah, that makes sense, OK.
[AGENT][NEUTRAL] So that's it, so they went ahead and just because of how the group bills, it went ahead and put that in, so it's like a future lapse state, but yes, sir.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I get it, I get it.
[CUSTOMER][POSITIVE] OK, got you. All right, well I appreciate it. So you know it doesn't look like there's anything missing?
[AGENT][NEUTRAL] OK. Well, you are.
[AGENT][NEUTRAL] Well, we, it hasn't been reviewed yet. Like I said, due to the holidays with our office having our holidays and then we'll, the holidays this week too, you know, but, um, Anyway, it's, it's, uh, we did receive it though, so it is, it is there to be reviewed and if benefits are payable, I do see that you do have direct deposit information on file with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, I got you that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else this morning?
[CUSTOMER][POSITIVE] That's it, [PII]. [PII].
[AGENT][POSITIVE] Well, [PII] to you as well, Mr. [PII] and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thank you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.