AccountId: 011433970860
ContactId: 1673e070-3398-4197-be44-8469e6e12460
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298440 ms
Total Talk Time (AGENT): 133841 ms
Total Talk Time (CUSTOMER): 91578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1673e070-3398-4197-be44-8469e6e12460_20250529T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], certificate number is 02487523.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], can I also get your callback number, sir, just in case the call is dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. Let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Good gosh, [PII]. My email address should be [PII].
[CUSTOMER][NEUTRAL] Telephone number should be [PII].
[CUSTOMER][NEUTRAL] Probably in there not.
[AGENT][POSITIVE] Thank you, sir. Yes, sir. That is what I'm showing. How can I help you today, sir?
[CUSTOMER][NEUTRAL] Well, uh, needless to say, I'm a little myth, ma'am. I'm also a licensed agent of [PII].
[CUSTOMER][NEGATIVE] And I submitted claims and nothing got taken care of. I hurt my knee mowing.
[CUSTOMER][NEUTRAL] And I had A1C. I'm a diabetic and so I had A1C testing.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I got letters saying that nothing was good.
[CUSTOMER][NEUTRAL] So unless you tell me something that can be fixed, this is a done uh policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I've been selling these types of policies for as long as I've been in my career, never had an issue like this.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Um, I am looking at your claim that you sent in, and it says, uh, that the test is not covered under a screening benefit and that it needs to be, um, an accident screening benefit provides a benefit for covered accident screening tests listed within your policy certificate.
[AGENT][NEUTRAL] But if you need
[CUSTOMER][NEUTRAL] So I've already looked at that, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Number 2 is an A1C screening.
[AGENT][NEUTRAL] OK, so what I'm gonna do uh to help you further is I'm gonna go ahead and transfer you over to a claims specialist so that you can speak to them and um let them know you know what you just told me so that they can uh review the claim with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Alright, well, you're so very welcome, Mr. [PII]. It's gonna be a brief hold while I transfer you on over, and I appreciate you calling APL, sir. Thank you, sir.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um an insured on the phone. His name is [PII], and he said that he is also an agent and sells our policies.
[AGENT][NEUTRAL] And he is calling on policy number, his own 2487523.
[AGENT][POSITIVE] He's been verified. The number he's calling from is a good callback number for him.
[AGENT][NEUTRAL] And he's calling about claim number 3603262. I gave him the remarks.
[AGENT][NEUTRAL] And he still has further questions and statements to be made.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said he was verified correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like a screening claim for that particular one.
[CUSTOMER][NEUTRAL] OK, and um I'm gonna pull up that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, particular mail and you can go ahead and send them through sorry.
[AGENT][POSITIVE] OK, thank you so much appreciate it [PII] bye bye.
[CUSTOMER][POSITIVE] You're welcome.