AccountId: 011433970860
ContactId: fbace94b-e4b1-4112-8b53-8e12737e3a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336559 ms
Total Talk Time (AGENT): 97399 ms
Total Talk Time (CUSTOMER): 124173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fbace94b-e4b1-4112-8b53-8e12737e3a01_20250411T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I, uh, calling for two reasons, uh, calling back, going back, uh, went back to work and then, uh, to see if, uh, the payments, uh, was paid right. I don't know for sure if that's right.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. Hold on just a sec, I mean.
[CUSTOMER][NEUTRAL] I in the ladies' room. Sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEGATIVE] It's 0.
[CUSTOMER][NEUTRAL] 2222388
[AGENT][NEUTRAL] OK, then can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] Birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. Just need a few more pieces of information. Um, do you have a good callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you. And your address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you want to check on a claim or uh what were we checking on today?
[CUSTOMER][NEUTRAL] Yeah, uh, well, well, uh, uh, check on uh, who's got a, a check in the mail where I've been off work and I think that was paid right and then I, uh, had went back to work on [PII]. I wanna turn that in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] think that the total amount was right on the, the check that it got sent through the mail.
[AGENT][NEUTRAL] I mean, uh,
[CUSTOMER][NEUTRAL] I can't remember how that goes.
[CUSTOMER][NEUTRAL] It's been off like ever since like [PII].
[AGENT][NEUTRAL] OK, it looks like we paid 1,91082.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Pull up the claim. Hold on one moment.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK I'm sorry.
[AGENT][NEUTRAL] OK, it looks like it's paying for.
[AGENT][NEUTRAL] Basically paying for 129. 25 through 427 25.
[AGENT][NEUTRAL] And but you said you have.
[CUSTOMER][NEUTRAL] So they, they don't stop.
[AGENT][NEGATIVE] You have returned back to work.
[CUSTOMER][NEUTRAL] So it it
[CUSTOMER][NEUTRAL] Yeah, the [PII] of this month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you uh give that notice? Well, I guess your employer has that. OK.
[CUSTOMER][NEUTRAL] Yeah, they, yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, the, the first day that uh that I uh didn't work was the uh the [PII].
[CUSTOMER][NEUTRAL] So is that right? I mean, well it's.
[AGENT][NEUTRAL] Yeah, there's, it looks like, I believe an elimination period, but let me
[AGENT][NEUTRAL] Let me check with our claims department, um.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I wanna make sure because I mean.
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] Yeah, I understand. Um, I'm actually gonna, I'll get you over to our claims department because they do the processing for this. I'm not sure what the procedure is for.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, overpaid. Can you, can I put you on hold for a moment and I'll get you connected.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, hold on one moment. Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you, honey.
[CUSTOMER][NEUTRAL] no agent staff. Goodbye.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[AGENT][NEUTRAL] OK, Ms. [PII], it looks like there are entire departments on in a meeting right now, so can I give them your callback number and they'll research this and give you a call back.
[CUSTOMER][NEUTRAL] Uh, yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. OK, I'll get this message over to them and then when they're out of that meeting they will give you a call back and discuss what's going on with that claim, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and you did uh uh get the day that I went back to work, right?
[AGENT][NEUTRAL] Yeah, you said [PII]. Is that right?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, uh huh.
[AGENT][POSITIVE] OK. OK, perfect. OK. OK, thank you so much.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you, honey bye bye.
[AGENT][NEUTRAL] OK.