AccountId: 011433970860
ContactId: 0acd649a-0b6c-4b68-b640-08d44e6ae4e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490600 ms
Total Talk Time (AGENT): 260478 ms
Total Talk Time (CUSTOMER): 166048 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/0acd649a-0b6c-4b68-b640-08d44e6ae4e1_20250416T15:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm checking on my claim.
[AGENT][NEUTRAL] Sure, I can assist you with that. I can barely hear you, but I can assist you.
[CUSTOMER][NEUTRAL] I'm sorry. Can you, can you hear me now?
[AGENT][NEUTRAL] Yes ma'am, can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy is 254-585-1 and the name is [PII].
[AGENT][NEUTRAL] Thank you [PII]. Could you verify your mailing address and your date of birth for me?
[CUSTOMER][NEUTRAL] Sure [PII]. Date of birth [PII]. [PII].
[AGENT][NEUTRAL] [PII], you already know what questions I'm gonna ask. Let me find out you're a psychic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Girl,
[AGENT][NEUTRAL] Give me a callback number.
[CUSTOMER][NEUTRAL] Not hardly, boo, not hardly.
[AGENT][NEUTRAL] Give me a callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] It sounds like you may call a call here a lot so you know the ropes. What's so what claim are you calling about? Is it medical cause you got a lot of different policies here with us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Accident, let me give you the policy number.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 5254.
[CUSTOMER][NEUTRAL] 254-585-1 girl you gotta keep this supplemental insurance.
[AGENT][POSITIVE] Yes, you do. It comes in handy.
[CUSTOMER][NEUTRAL] In case something happens.
[AGENT][NEUTRAL] And is it for yourself or for your spouse?
[CUSTOMER][NEUTRAL] Mm it's for my spouse [PII] 32264.
[CUSTOMER][NEGATIVE] They keep messing up all my claims.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, it's no because when you call in and I'm speaking to you and you're calling to check the status of a claim, I just assumed it was for you. I didn't ask if it was for someone else or not.
[CUSTOMER][NEGATIVE] No, no, no, no, not. No, uh uh, not you. I'm saying the claims people keep messing up.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, cause I don't want you to scream, but the last claim.
[AGENT][NEGATIVE] Saying that there was no payment, this loss was.
[AGENT][NEUTRAL] Occurred prior to the insurance effective date of coverage.
[AGENT][NEUTRAL] Under this benefit for data service 46.
[AGENT][NEUTRAL] I can see when your policy became effective.
[AGENT][NEUTRAL] OK, and the [PII].
[CUSTOMER][NEUTRAL] You sure you're looking at the right one?
[CUSTOMER][POSITIVE] The right time.
[AGENT][NEUTRAL] Um, so, let me, I'm, I'm under your accidental.
[CUSTOMER][NEUTRAL] So what hap what happened, what happened is they denied it and then I had to go back in and send more information in.
[AGENT][NEUTRAL] And let me
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so you just sent it in on the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they received it, however, it has not been processed yet. It just was uploaded on the [PII].
[AGENT][NEUTRAL] So let me, um, so this is the accidental poli the accidental cure policy. I could just, I can read stuff and help you because I'm working in the medical, the medical claims department, but I'm gonna transfer you to the if you need to ask questions in regards to when is it gonna be processed or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So bear with me. Let me place you on a brief hold while I find someone to assist you in that department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it was a pleasure speaking with you, Ms. [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] You too. You too. Bye-bye.
[AGENT][POSITIVE] Thanks for calling AP Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEGATIVE] [PII], I'm beginning to believe that you're the only one working cause every time I call this queue, you're the only one that answers the phone.
[AGENT][POSITIVE] Yeah, don't, don't get me wrong. I don't mind listening to your little sweet voice, but
[CUSTOMER][NEUTRAL] No, actually.
[CUSTOMER][NEUTRAL] We do have a whole.
[CUSTOMER][POSITIVE] Well, thank you. You're so sweet.
[CUSTOMER][NEUTRAL] I seem like I get all the calls to, uh, sometimes whenever we get the call and I have several people tell me that but believe it or not, we do have everybody on staff today.
[AGENT][NEUTRAL] Well I hope all is well with you this morning. I have an insured on the phone. She's calling about an accidental policy now I could read stuff to individuals, but once they get to ask some questions that I have no answers for, I just transfer them to the correct queue. Let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 254-585-1 for part two, it's the policyholder, she's calling about her spouse's claim.
[AGENT][NEGATIVE] And we recently denied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she submitted more information. However, I told her that we did receive the information on the [PII]. However, we have not processed it yet. It's waiting to is waiting in line to currently be processed, and she wanted to know when is it gonna be processed or did she have everything that they requested so I have no knowledge of accidental information, so I have to transfer so hopefully you can help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I will tell her the same thing you told her and I can't see the um information that has been sent in to know that we've got everything we won't know that until the claim is processed, right?
[AGENT][POSITIVE] Right, that is great.
[CUSTOMER][NEUTRAL] OK, well you can go ahead what's your callback number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][NEUTRAL] So I can get her.
[AGENT][NEUTRAL] She called yesterday about it. Somebody told her that we received it.
[CUSTOMER][POSITIVE] I love you.
[CUSTOMER][POSITIVE] Yeah, they do that a lot.
[CUSTOMER][NEUTRAL] OK, policy is 254-585-1.
[AGENT][NEUTRAL] 254-585-1. Do you know um yesterday someone called.
[AGENT][NEGATIVE] And I think the website be misleading.
[AGENT][NEGATIVE] It be misleading. I'm sure because she called about a mailing claim and she said um and I'm gonna hurry up and say this. She said, well, they told me to request they need to requested information from me. They told me to upload it as soon as I uploaded they say that it'll be processed soon as I hit submit. I said, well, unfortunately that website misleaded you because we have to receive it and upload it in the system in order to even be able to process it. So I do apologize for the inconvenience.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yes, well, I will, um, you can go ahead and release her and I'll do the best I can to answer what I can.
[CUSTOMER][NEUTRAL] And she may have to wait for this to be processed and give it the time frame to be able to get.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] You come to the office tomorrow?
[CUSTOMER][NEUTRAL] Um, I think we are. I'm waiting for our supervisor to let us know which ones can come and which ones need to stay on the phone.
[AGENT][POSITIVE] All right. Well, if you do, I look forward to seeing you tomorrow. Yes, ma'am. Well, thanks. Have a good day.
[CUSTOMER][POSITIVE] But if I do, I'll hug your neck.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Hello Ms. [PII]. I'm gonna transfer you over to um to Miss [PII]. She's gonna assist you better. So thanks for calling APL and you have a great day both of you ladies. Goodbye.
[CUSTOMER][NEUTRAL] Mm, bye-bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Hi, Ms. [PII].