AccountId: 011433970860
ContactId: dd15ec3a-88cd-42d9-aed6-c8a5ef9191af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304160 ms
Total Talk Time (AGENT): 158052 ms
Total Talk Time (CUSTOMER): 77019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dd15ec3a-88cd-42d9-aed6-c8a5ef9191af_20250317T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was just calling to see um if I could get a um uh update on the claim that I filed.
[AGENT][NEUTRAL] Yes ma'am, I can give you a claim status. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, my name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 6274.
[AGENT][NEUTRAL] OK, let me pull your policy up real quick so we can get you claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'll need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My address is [PII] and my email is [PII], and what else?
[AGENT][NEUTRAL] Uh, your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Now, I need to add in your email address.
[AGENT][NEUTRAL] I wanna make sure I've got it right. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see how that claim status is going.
[AGENT][NEUTRAL] OK, I'm showing that there was a claim sent in the last one was sent in on.
[AGENT][NEUTRAL] March, let's see.
[AGENT][NEUTRAL] It's the only 1 [PII] was sent in and it's being processed. Uh, looks like a check is going to go out.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Keep looking.
[AGENT][NEUTRAL] OK. A check is going to be cut to you?
[AGENT][NEUTRAL] And the amount of $1110.99. It's gonna be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is it, I mean, I just look forward or.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[AGENT][NEUTRAL] Just keep your eye out for it. It was issued on I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be getting it any time. The check number is 2032148.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the address, let me verify the address, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] How do I say it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] A meet, a meet, OK. [PII] 70422.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, we've got everything right on it, so you should be looking forward to getting that.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Oh, I, I'm sorry, I just got one more question. So do I just get that, that one check that's, uh, that's that's how it goes. I didn't, I never, you know, done this before.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, you'll have to, um, your physician is the one that determines when your short-term disability is over and when you go back to work. So as long as you're um working, no, you won't get
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any more benefits because your physician will put that on there. But um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But if you, if they um find that you're gonna be out of work longer than what you expected, then file another claim for sure.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful night and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.