AccountId: 011433970860
ContactId: 05600196-043d-4d40-951b-c308fc0d2326
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334869 ms
Total Talk Time (AGENT): 127441 ms
Total Talk Time (CUSTOMER): 135810 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/05600196-043d-4d40-951b-c308fc0d2326_20250414T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm pretty good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I have not run across this before and it's time for me to go, but I'm not planning on transferring this lady. I just need for you to please look at a policy to tell me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I needed to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your, OK.
[CUSTOMER][NEUTRAL] 6407 uh the policy number is 640768. That's OK. um yeah, 640768 Cleo Cooper.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we have a claim.
[CUSTOMER][NEUTRAL] The most recent one it's out there for premium, the whole for premium her policy shows paid to 41 2025.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That was processed on [PII].
[CUSTOMER][NEUTRAL] And given that remark.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I've just not, I've not ever seen this and she's calling I have.
[CUSTOMER][NEUTRAL] Borrow my other line to check the status on our claim because she hasn't heard any.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][POSITIVE] And girl, you know I'm gonna get this call exactly time to leave.
[AGENT][NEUTRAL] Always
[AGENT][NEUTRAL] OK, so that was processed on [PII]. Give me just a second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Well, there's not really any information there like I was hoping there would be.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, that's for [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I will.
[AGENT][NEUTRAL] Let her know that I am reaching out to the supervisor of this product to see if we can get this resolved.
[CUSTOMER][NEUTRAL] OK, so I'm just, I'm just gonna tell her it's still being processed. What is that what I'm, I mean, I don't, on this on that particular.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Code
[CUSTOMER][NEUTRAL] Cause we have premium. I don't.
[AGENT][NEUTRAL] See, and the thing is is I don't know when we got premium at the time it may have been a valid code, but I can't tell by the things I have access to when we actually got premium for this group.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Right, right, OK.
[CUSTOMER][NEUTRAL] Alright, hold on, let me look well, she's on sales pay. I mean she's not a on a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh B B H R.
[AGENT][NEUTRAL] So our date of service is [PII], and they would have only ended it.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] So it looks according.
[CUSTOMER][NEUTRAL] So it looks like we just got this like.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] do you have access to BHI screen?
[AGENT][NEUTRAL] I don't think so, no.
[AGENT][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] B Q P H I.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So that just shows that it was received today.
[AGENT][NEUTRAL] OK, so that's what it was and what will happen is this claim will go through nightly.
[AGENT][NEUTRAL] And the examiner should receive her nightly reports tomorrow that indicate it's been received and it should be processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if we've got it, it looks like it's been updated all is well so yeah.
[CUSTOMER][NEGATIVE] OK, alright, so, OK, just I don't have any, yes, OK, well then I'm just gonna tell her what this remarks stated, but I'm gonna tell her that I showed that the premium was received today was processed today, so you know I'm gonna because I don't have anything telling me not to tell her that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I, I mean there's no sense in keeping it from her. Let her know that you know we had it pended for premium. It looks like we received it. Her pay to date has been updated to give us the, you know, I would say give us, give us 7 to 10. It shouldn't take that long. It should be like 24 to 48 hours, but I would say give us at least the rest of the week or 7 to 10 business days, whichever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, because her data service was, uh, OK, yeah, alright, well, um, but why would we wait no.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, hold on.
[CUSTOMER][NEUTRAL] 2 of 24?
[AGENT][NEUTRAL] What now?
[CUSTOMER][NEUTRAL] Did I just click on the wrong claim? Hold on. 3225. OK, I clicked on the wrong thing, so, OK, I will let her know that. Thank you, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] Alright, bye bye. You too.
[CUSTOMER][POSITIVE] OK, well, have a nice evening.
[CUSTOMER][NEUTRAL] Mm, OK, bye.
[AGENT][NEUTRAL] Bye.