AccountId: 011433970860
ContactId: f120304d-ff0e-4a19-8733-35a591d649e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227360 ms
Total Talk Time (AGENT): 117981 ms
Total Talk Time (CUSTOMER): 74079 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f120304d-ff0e-4a19-8733-35a591d649e8_20250313T12:11_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] Uh, yes, I have a question. So I just received a, uh, text message.
[CUSTOMER][NEUTRAL] Regarding a completed claim, I was just curious as to um.
[CUSTOMER][NEUTRAL] I know you guys were waiting for some final information for medical records um should I give you that number or?
[AGENT][NEUTRAL] OK, so you're the insured and you have filed a claim that you're wanting to check on the status of you said you received a text alert. Yes, sir, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I heard that uh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Policy number is 024.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 982-38.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me just a couple of moments please to get your information pulled up.
[AGENT][NEUTRAL] And then I will need to verify several things with you first for security and also any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And the next piece of information would be your email I'm sorry, your mailing address.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Um, and the [PII] 02151.
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Affirmative, yep.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh, first, my first initial and last name [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. One moment please.
[AGENT][NEUTRAL] OK, so I do see Mr. [PII] that there was a claim that went through our nightly processing on last night. Uh, this was for the Massachusetts General Hospital, is that correct? for December and the beginning of December data service?
[CUSTOMER][NEUTRAL] Yeah, so it was, uh, [PII] through, uh, [PII] was the hospital stay at.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, sir, so I do see that there has been a benefit paid in the amount of $3200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that um.
[CUSTOMER][NEUTRAL] And I say that's a direct, right? You have all my information?
[AGENT][NEUTRAL] Uh, yes sir, that is scheduled for a direct deposit and typically, Mr. um, excuse me, Mr. [PII], that does take approximately 2 to 3 business days just depending on your financial institution, but yes, sir, it does show that it was for a direct deposit.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine.
[CUSTOMER][POSITIVE] Excellent. All right, you have all the um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, the routing ending in [PII] and then the bank account ending in [PII].
[AGENT][POSITIVE] Yes sir, that is correct uh huh.
[CUSTOMER][POSITIVE] Excellent. All right, thank you very much.
[AGENT][POSITIVE] OK. Well, you are very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL. Yes, sir, and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Thanks, [PII].
[AGENT][POSITIVE] Thank you bye bye.