AccountId: 011433970860
ContactId: eb9c11bc-a001-47f8-9b2e-9ba71ba1d36b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126510 ms
Total Talk Time (AGENT): 64119 ms
Total Talk Time (CUSTOMER): 40351 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/eb9c11bc-a001-47f8-9b2e-9ba71ba1d36b_20250414T18:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm a broker and I submitted some info for an employee's claim last week and I just wanted to see if there was anything missing in the processing.
[AGENT][POSITIVE] OK. Well, I can definitely help you with the claim, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] um [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 2100363
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] I see it says processed online so that I might that might be good news.
[AGENT][NEUTRAL] I hope so. And um, [PII], can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see, would this be the last claim process we received it on [PII]?
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] OK, so yes, um, I do see that it finished processing on [PII], and there's a payment of $1,194.78. Um, let me see how it was sent. Looks like it was direct deposit, but let me make sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, it was a check, um, sent to the member's home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's all I needed I'll let him know he's gonna be excited.
[AGENT][POSITIVE] Good.
[CUSTOMER][POSITIVE] Thanks so much for your help today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.