AccountId: 011433970860
ContactId: ec228cdc-4a3a-48ad-b9a3-12970b885ce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254660 ms
Total Talk Time (AGENT): 97651 ms
Total Talk Time (CUSTOMER): 103248 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ec228cdc-4a3a-48ad-b9a3-12970b885ce6_20250519T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is uh [PII], uh, calling on behalf of one of my employees, [PII]. I just wanted to see if, uh, his claims were processed through and approved.
[AGENT][NEUTRAL] Hi, [PII], I can check on a claim for you. What is the policy number? Do we have that?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 2138223.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get the insured's name and date of birth.
[CUSTOMER][NEUTRAL] Uh yes ma'am. I'll have to actually log into my system to see his birthday. I don't know it off the top of my head.
[CUSTOMER][NEUTRAL] Um, let me see what I can do.
[CUSTOMER][NEUTRAL] There we go, just bear with me, [PII], sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I'm logging in right now.
[CUSTOMER][NEUTRAL] Because I'm working from home right now, so.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let's see if it saves on my favorites.
[CUSTOMER][NEUTRAL] There we go, that's what it is.
[CUSTOMER][NEUTRAL] Because I have like we have like a certain server that has all this data in there, and I gotta log in specifically to that server.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] How are you doing today, sir?
[AGENT][POSITIVE] So far, so good, man, for a Monday. I can't complain, you know.
[CUSTOMER][POSITIVE] Yeah, no, totally get that, man.
[CUSTOMER][POSITIVE] At least uh this weekend is Memorial Day weekend, huh? So hopefully you get the day off or something like that.
[AGENT][POSITIVE] Oh, that's right. It is, it is, yeah, it's a long weekend for sure, so, yeah, that'll be nice.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, well, alright, I got them right here. It's uh 4-8-1963.
[AGENT][POSITIVE] Perfect, thank you. All right, and this was, let's see most recently.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, he has too. I, I wanted to check on both of them. One was a hospital indemnity and the other was a short-term disability.
[AGENT][NEUTRAL] OK, yeah, that's.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so on the disability.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] I see on my end it said processed. I just didn't know if I just wanted to know if it was approved or not.
[AGENT][NEUTRAL] Yeah it looks like it was paid so I show was processed paid on the [PII] so and they had direct yeah they had direct deposit on file so insured should have that I feel like by this point.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's awesome. I hadn't, I hadn't touched base with him yet. I just kind of wanted to get my ducks in a row before I did call him, you know what I'm saying?
[AGENT][POSITIVE] Yeah, no worries. Yeah. So I think that one, yeah, should already show paid in their account, and then it looks like on the hospital indemnity, that one did also pay. Um, it was approved and it looks like direct deposit on this one. So, yeah, with the [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Being Thursday, I feel like if they don't have it by today, they would definitely have it by tomorrow, you know, because it was processed on Thursday.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's beautiful, [PII], thank you so much. I really do appreciate it.
[AGENT][POSITIVE] Yeah, not a problem. Is there anything else?
[CUSTOMER][POSITIVE] No, ma'am, you did excellent.
[AGENT][POSITIVE] All right. Well, you have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You too, sir. Enjoy the long weekend. Bye.
[AGENT][POSITIVE] All right you too bye bye.