AccountId: 011433970860
ContactId: 0e281441-d672-4e3b-9c0b-3f6ef83bafcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577150 ms
Total Talk Time (AGENT): 137750 ms
Total Talk Time (CUSTOMER): 83773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0e281441-d672-4e3b-9c0b-3f6ef83bafcc_20250605T21:03_UTC.wav
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[CUSTOMER][NEUTRAL] That's why I'm calling the dead.
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm calling to check the status of a claim I have with, with your company.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] It is 8. My phone number is [PII].
[CUSTOMER][NEUTRAL] And which are you needing the policy number, ma'am?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 81933
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And would this be for the claim that came in on [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and is it alright if I place you on just a brief hold while I take a look at the claim?
[CUSTOMER][POSITIVE] Yes ma'am, of course.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm, OK, um.
[AGENT][NEUTRAL] Let me see L B and T.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for the wait. Um, so this is what I'm gonna do because on the, I see the claim here, but it has like just like a generic code on it, and I can't get anyone in claim, so I'm going to send an urgent request to them to have them give you a call back to give you an update because I don't, it just says um temporary PIN, and I don't know what that means to provide you with an update. So I'm gonna have the examiner call you and give you an accurate update.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you, do you think that'll be probably tomorrow or later on this evening, ma'am?
[AGENT][NEUTRAL] Well, I'm putting it for urgent, so I'm hoping it's today, but urgent is 24 to 48 hours, but I did mark it urgent.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Yes, and it would it be like it from an 800 number I'm reckoning.
[AGENT][NEUTRAL] I don't know how we show up. So if you see anything from [PII],
[AGENT][NEUTRAL] Um, that's our two headquarters. I don't know, you know, how it filters to show the number, but if [PII], [PII], um, or the 8 I don't think it will, it won't be the [PII] number.
[AGENT][NEUTRAL] it'll most likely be [PII] or [PII] because depending on where the examiner is.
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] It'll, I guess, filter if it's a [PII] or [PII] number.
[CUSTOMER][NEUTRAL] We just
[CUSTOMER][NEUTRAL] OK. Well, I'm, I'll, I'll be by the phone, I reckon.
[AGENT][POSITIVE] Alright, well, I wish I had more information for you. I just don't want to give anything incorrect and it's too vague to give a clear decision. So I'm just gonna have them reach out to you and and um give you all the whole update on one call.
[CUSTOMER][NEUTRAL] They did, yes, ma'am. See, that's why I was calling just to make sure all the I's are dotted and T's are crossed and see if we can get this going, you know what I mean?
[AGENT][POSITIVE] Resolved for you. Yes, sir.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, exactly.
[AGENT][NEUTRAL] Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] All right, you too, ma'am.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.