AccountId: 011433970860
ContactId: 0702236d-6cc0-4f24-8900-9ab7483798f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513869 ms
Total Talk Time (AGENT): 220598 ms
Total Talk Time (CUSTOMER): 167918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0702236d-6cc0-4f24-8900-9ab7483798f2_20250415T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I'm.
[CUSTOMER][NEGATIVE] Keep like I submitted a claim and it was closed and then someone on your guys then keeps on opening and closing the claims on my account and I have no idea what's going on.
[AGENT][NEUTRAL] OK, um, I'll have to get you over to the claims department to check and see what's going on with those claims, but first I just need to get a little bit of information and verify your account, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and just in case we get disconnected today, what's a good phone number we can reach you at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yep, it is 260-7142.
[AGENT][NEUTRAL] All right, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] I'm also being, I was told at one point that my husband isn't on.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My account but or my policy, but I, I, I have him in front of me being on the policy and you guys have also paid out this year on certain things for him so I'm confused.
[AGENT][NEUTRAL] OK. Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and y'all's address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Miss [PII], it doesn't match what I have. It just may be your work email maybe.
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm, that's not it either.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, I guess they, so the 365 data centers purchased Atlantic Metro. I don't know why they would have left that address on there, but yeah, that, that works too. I would get any email from that too.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can update it that way in the event that it doesn't work anymore with that old uh email address, I can fix it. You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] Yeah, perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. I wanna make sure you get everything you're supposed to get.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Alright, I've got that updated for you and let me check your account.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] I do see that you have cul coverage including your spouse, and he is listed on here effective [PII]. So, yes, ma'am. He's, he's listed on here.
[CUSTOMER][NEUTRAL] OK, good, because at one point they said he wasn't like I received a denied claim saying he wasn't approved like he wasn't on the account so.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah, he's on here. Uh, I'm not sure about that. You may wanna double check on that claim if it was denied. Um, some, I mean, it could have been.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well yeah, I actually had called.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I actually had called a few weeks back because I was getting all these weird responses to my claims and um I was told that the claim department was gonna call me back and they never did but then I saw that a new claim was open so I'm like OK maybe they're fixing it, but it's been like weeks so I'm just like I I'm, I'm kind of curious as to what's going on before I submit other claims that I need to submit because.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I don't understand what's happening.
[AGENT][POSITIVE] Yes, ma'am, and I do understand. I apologize about the inconvenience. I'm gonna get somebody on the line for you that can look at your claims and see what's going on, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, was there anything else I could do for you before I transfer you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's pretty much it.
[AGENT][POSITIVE] Alright, Ms. [PII], well, thank you so much for choosing APO and I hope you have a wonderful day. Hold on just a moment for me.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] s f er ring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm good. It's still weird calling the care team. Um, I mean, see y'all calling me. Um, so, but I, I have an insured, um, that's wanting to check on some claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, go ahead. I'm not used to this either.
[AGENT][NEUTRAL] Uh, her name, her name is [PII].
[AGENT][NEUTRAL] And her policy is 260.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7142.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is fully verified. I updated her email address and the phone number she gave me as a callback number is the same that's in the system.
[AGENT][NEUTRAL] And she said that she's been noticing like some of our clients have been open and closed, open and closed, open and closed, and so she's just wondering what's going on.
[CUSTOMER][NEUTRAL] Is she
[CUSTOMER][NEUTRAL] She must be talking about from her primary. OK, you can send it through. We've only processed one claim for her and it's for her husband, and we just finished it yesterday. But I can um I can, yeah, she must be talking about primary, but I can help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I think there was some issue with her husband not showing up on this policy for some reason, um, because she said that it was denied first or whatever because they said he didn't have coverage. I don't know, but I'm showing that he's been on here, so you're right, she might be thinking about major medical, but yeah, um, but anyway, thank you so much. Here she comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's it say?
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.