AccountId: 011433970860
ContactId: e38b0d82-0678-4ef2-a82e-f1729793aef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276540 ms
Total Talk Time (AGENT): 137678 ms
Total Talk Time (CUSTOMER): 121477 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/e38b0d82-0678-4ef2-a82e-f1729793aef5_20250102T15:22_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], um, my name is [PII], and I would like to know I see that a claim was processed, um, but I, um, it says direct deposit date. I don't know if it was paid to me because I don't see it in my account yet or if it was paid to the provider can you tell me that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check on a claim for yourself to see about the uh status on it. Sure, I can help you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for you?
[CUSTOMER][NEUTRAL] Um, hold on, um.
[CUSTOMER][NEUTRAL] It is 02486627.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And any information, Miss [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the claim is for you, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, thank you and the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the claim number that you're questioning?
[CUSTOMER][NEUTRAL] I do 354-564-1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you said 354.
[AGENT][NEUTRAL] 5641.
[CUSTOMER][NEUTRAL] Yes, 564, yes, for 4449.
[AGENT][NEUTRAL] OK, now, I don't see that claim on your, your profile for you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's weird. I'm looking at it. It's um service date is 2-14-24. It was processed on [PII] to 2020243545641 for 4449 um for me.
[AGENT][NEUTRAL] OK, so give me a moment to locate that claim.
[AGENT][NEUTRAL] Do you have more than one policy with APL?
[CUSTOMER][NEUTRAL] Mhm mm oh you know what? it was an old, you might be looking at our uh because it was two service date.
[AGENT][NEUTRAL] Right, because this policy number you gave me did not go into effect until May.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh yeah, I know, it was the old, it was the old policy. I keep forgetting it's 2-14-24, so I need to I need to find my other policy. Hold on.
[AGENT][NEUTRAL] OK, that's OK. I can find that. I, I can find it.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] It's I don't know why it changed just because we changed the um.
[CUSTOMER][NEUTRAL] Our contract a little bit and our our policy changed.
[AGENT][POSITIVE] Mhm, yeah, that would do it. You're right. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Said that would
[AGENT][NEUTRAL] OK, so just.
[AGENT][NEUTRAL] OK, so actually it shows this claim was we received it on the [PII], it processed on the [PII].
[AGENT][NEUTRAL] And it is to be paid to you and it will be a direct deposit. Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, to me, I, OK, that's fine. I just wanna make sure it's paid to me um because I'm gonna go ahead and call them and I'll pay that. OK, perfect. OK, that's yep.
[AGENT][NEUTRAL] It was.
[AGENT][NEUTRAL] This is for lab. This is for first pass LLC. Yes, ma'am. Mhm. So just, you know, with the holiday and everything, um, it'll take, it typically takes about 2 to 3 business days anyway, depending on your financial institution as well. So, yeah, it should probably happen.
[CUSTOMER][NEUTRAL] Yes, yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's not the problem. I just want to make sure it was to me and not to them so I don't they don't get double paid. OK, sounds good.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right. No, it is for you. OK. Well, can I help you with anything else today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's all thank you have a nice year. Thank you.
[AGENT][POSITIVE] OK, you too. [PII] to you as well and thank you again for calling ATL. Yes, ma'am, thanks.
[CUSTOMER][NEUTRAL] You too.