AccountId: 011433970860
ContactId: fd0b0501-97b4-4754-9990-c625ae067d2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134839 ms
Total Talk Time (AGENT): 54371 ms
Total Talk Time (CUSTOMER): 48818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/fd0b0501-97b4-4754-9990-c625ae067d2e_20250227T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I was just calling in regards to one of our policyholders. There was a claim that had processed, so I was just calling to see how much it paid for, if it did pay, and if it didn't have what was needed.
[AGENT][NEUTRAL] I can help you with that. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number available?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It is 246-422-5.
[AGENT][NEUTRAL] And what is the name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] is the policy holder and then her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Mr. [PII], are you with the group or with the agent's office?
[CUSTOMER][NEUTRAL] Uh, with the agent's office.
[AGENT][NEUTRAL] All right, thank you. And what's the name of the agent's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is R&B Insurance Services.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, so I'm showing that we did process the claim onto [PII] and paid to the insured for that screening benefit.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Alrighty this is.
[AGENT][NEUTRAL] That would be coming to her by check because her direct deposit is not activated.
[CUSTOMER][NEUTRAL] Already got you and then do you have an amount by that for that by chance or no?
[AGENT][NEUTRAL] It's a screening benefit of $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything
[CUSTOMER][POSITIVE] Alrighty I will get in touch with [PII] and let her know.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, nope, I think that's it.
[AGENT][POSITIVE] All right, well, it's been a pleasure to assist you, Mrs. [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][NEUTRAL] Of course you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.