AccountId: 011433970860
ContactId: e5176d38-f65e-4b2f-acf8-d707d81fbfd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122980 ms
Total Talk Time (AGENT): 61607 ms
Total Talk Time (CUSTOMER): 34697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e5176d38-f65e-4b2f-acf8-d707d81fbfd6_20250529T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] Doing great, doing great. I'm a broker. I'm just calling to check on a claim that was processed for one of our customers.
[AGENT][NEUTRAL] Sure, I could check on that claim for you. Uh, let's see, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 262-075-7.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK perfect thank you for verifying that.
[CUSTOMER][NEUTRAL] And I believe the claim
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Sorry about that. I believe that the claim was on his son [PII].
[AGENT][NEUTRAL] [PII], OK, got it. Let's see.
[AGENT][NEUTRAL] All right, so I've just got.
[AGENT][NEUTRAL] One claim on file for the member.
[AGENT][NEUTRAL] Or date of service was that [PII] or excuse me, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so it looks like we did complete processing that claim, I believe just let's see, that was just yesterday that it completed processing, um, we paid a benefit of $200 for this claim.
[CUSTOMER][NEUTRAL] OK perfect and was that direct deposited?
[AGENT][NEUTRAL] Let me see, I believe so.
[AGENT][NEUTRAL] Yes, so depending on their bank, of course I would say no longer than about 3 business days, uh, for that to hit their account as it was just completed yesterday, um, I'd say no later than tomorrow they should be seeing that in their account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you for your time I appreciate it.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] All right thank you you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.