AccountId: 011433970860
ContactId: 0c596a68-897e-400a-8a74-54118ebc3879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121300 ms
Total Talk Time (AGENT): 47590 ms
Total Talk Time (CUSTOMER): 51350 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0c596a68-897e-400a-8a74-54118ebc3879_20250324T21:02_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was uh checking on the wellness claim that I had submitted and I am online looking at it now and um it doesn't show that it's paid anything could you check that for me please?
[AGENT][NEUTRAL] OK, let's start with your policy number.
[CUSTOMER][NEUTRAL] OK, 667-756.
[AGENT][POSITIVE] Thank you, let me get that pulled up real quick.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Can you verify the last four of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what about your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you, Ms. [PII]. OK, so you're just calling to uh find out um.
[AGENT][NEUTRAL] A little more information on your uh claim you have.
[CUSTOMER][NEUTRAL] Yes ma'am, I had sent one in um earlier and I messed up on my date, so I resubmitted it online on [PII].
[AGENT][NEUTRAL] OK, so what I'll have to do is I'll have to get you transferred over to the claims and benefits department so they can further assist you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Before I transfer you, is there anything else I can help you with in group billing?
[CUSTOMER][POSITIVE] Um, no, ma'am, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Furring
[AGENT][NEUTRAL] Mm.