AccountId: 011433970860
ContactId: 14cd3385-a588-4dcf-8a01-67cd9012a854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313679 ms
Total Talk Time (AGENT): 61255 ms
Total Talk Time (CUSTOMER): 81457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/14cd3385-a588-4dcf-8a01-67cd9012a854_20250516T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] Uh, [PII], can I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, was she expecting your call or did she leave a message with for you?
[CUSTOMER][NEUTRAL] Uh, no, she wasn't expecting my call. She's, uh, uh, in charge of my claim, and I just got a letter, so I have some questions about it.
[AGENT][NEUTRAL] OK. Um, let me see if she's available.
[AGENT][NEUTRAL] OK, and don't, it looks like she's on a call right now. Can I help you and I can look it up and see if I can try to help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] 0254.
[CUSTOMER][NEUTRAL] 8800
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The letter I got it says uh from 04-252025 to 0425-2025 benefit name not found.
[CUSTOMER][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] OK, um, was it a claim for yourself? Does it have a claim number on it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] Policy insured uh it's uh yeah, claim number is 359-6126.
[AGENT][NEUTRAL] Let me see what's going on here. Let's see.
[AGENT][NEUTRAL] OK, were you submitting that for your spouse?
[CUSTOMER][NEUTRAL] For my husband.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm reviewing your account, see if I can find out what's going on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yeah, I'm not sure.
[CUSTOMER][NEUTRAL] On the back of this on the back of this paper it says.
[AGENT][NEUTRAL] What does it say on the phone?
[CUSTOMER][NEUTRAL] The uh remark 1-D1M0035 claim information receipt but could not process needed additional information to complete.
[CUSTOMER][NEUTRAL] I don't know what what is that they need, what is the.
[CUSTOMER][NEUTRAL] Can you just leave a message for [PII] so she can call me?
[AGENT][NEUTRAL] OK, yeah, sure. Um, what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll give her this information and then when she's available, she can give you a call.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, OK, can, can you ask her? Yes, I can hear you.
[AGENT][NEUTRAL] Yes, I'll give her this information, give her your number, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll give her your number when she's available, she can give you a call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.