AccountId: 011433970860
ContactId: f3c99eeb-ceb5-49a7-b2da-07f8b0c451e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136020 ms
Total Talk Time (AGENT): 64156 ms
Total Talk Time (CUSTOMER): 55019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f3c99eeb-ceb5-49a7-b2da-07f8b0c451e8_20250417T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to check the status of my claim.
[AGENT][NEUTRAL] OK, well I can help you with your claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII]. I called in yesterday and she said it was in progress, but they were having troubles with the dashboard updating or something like the online portal.
[AGENT][NEUTRAL] Oh, yes, OK.
[AGENT][NEUTRAL] And um [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's 259-736-3.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. My mailing address is [PII], and my email that you have is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this is, oh, so this is the, looks like we received it on [PII], your most recent claim.
[CUSTOMER][NEUTRAL] Yes, ma'am. So it was a corrected EOB from my previous claim.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Um, and they said I didn't have to update or upload everything, just upload the corrected EOB.
[AGENT][NEUTRAL] Right, so it looks like the um claim has finished processing. Looks like it just processed yesterday. Um, it's been paid to you a total of $4000 and it's direct deposit, so that would have went to the banks like [PII] today. Um, so we usually say about 3 to 5 business days depending on your bank that you'll receive it, but I do see you have you're signed up for direct deposit.
[CUSTOMER][POSITIVE] Yes, ma'am. OK, I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. Have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] Mm bye-bye.