AccountId: 011433970860
ContactId: 03878ec7-54f4-409f-a0c9-95e9a04506f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239529 ms
Total Talk Time (AGENT): 101889 ms
Total Talk Time (CUSTOMER): 64693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/03878ec7-54f4-409f-a0c9-95e9a04506f1_20250605T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the broker associated financial consultant.
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] And I'm calling
[CUSTOMER][POSITIVE] I'm doing well, thank you. I'm calling up to follow up on a claim. Um, I called a couple days ago and we resubmitted the, the diagnostic codes and we just wanna make sure that you guys received everything on your end. They told me to call back in 24 hours, which would have been yesterday.
[AGENT][NEUTRAL] OK, absolutely, and what is the group number you're in reference to?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Group number is 262-59 D as in is the group name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that was 262-59, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK and um what is the employee's name that you're calling in regards to?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, just needed to gather that information so that way I can um pass you along to the claims department and they have everything so you don't have to go through that process again so I'm gonna put you on a brief hold um and transfer you to the claims department and see where they're at with that claim, OK?
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. How are you? and broker resources.
[CUSTOMER][POSITIVE] I'm good [PII], thanks for asking how are you?
[AGENT][NEUTRAL] Good, um, so I have um a broker on the line and she's calling in regards to a claim. She wanted to know the status of it. She submitted it and they said to, I guess, have her call back in 24 hours to see where it was at, um, in 24 hours was yesterday, so she just wanted to make sure, um, and I have the policy number and group number for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's the policy number, [PII]?
[AGENT][NEUTRAL] It's gonna be 2456692.
[CUSTOMER][NEUTRAL] And what is the broker's name?
[AGENT][NEUTRAL] Her name is [PII], but she, I don't think she's the broker. I think she's the assistant.
[AGENT][NEUTRAL] But her email is the email that is on the group uh broker account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And did she verify the information of the patient, the insured, or do I need to get that from her?
[AGENT][NEUTRAL] Um, she provided me with his name, uh, and that was all, all we got too.
[CUSTOMER][POSITIVE] Uh, you can send me on over. I'll be able to assist you.
[AGENT][NEUTRAL] OK, I'll introduce you to and then I'll hop off the phone, OK?
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good one.
[AGENT][NEUTRAL] Of course, you too.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] OK perfect I have [PII] on the phone from our claims department and she'll be able to assist you with that OK?
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][NEUTRAL] Of course you as well bye bye.