AccountId: 011433970860
ContactId: 17fb67b1-40be-458f-a5c6-3532341e2b73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405299 ms
Total Talk Time (AGENT): 130624 ms
Total Talk Time (CUSTOMER): 149497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/17fb67b1-40be-458f-a5c6-3532341e2b73_20250106T15:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Good morning. This is [PII]. I'm a broker. How are you doing?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] Doing great, doing great. I'm just, just calling to see if I can check on a claim for one of our customers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, you kind of broke up right there. You said you're gonna check on the customers.
[CUSTOMER][NEUTRAL] Correct, can I check on a claim for one of our customers?
[AGENT][NEUTRAL] Claim, OK, thank you. Sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And do you have a group number for me for verification?
[CUSTOMER][NEUTRAL] Um, you want.
[CUSTOMER][NEUTRAL] And I'm sorry for group number, what would you like? You want the policy number or?
[AGENT][NEUTRAL] Either you can provide me the policy number I can get the group number through there mhm.
[CUSTOMER][NEUTRAL] OK, the policy number is 23571779.
[AGENT][NEUTRAL] Yeah, right. Thank you. What's the name and date of birth of the insured?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK, and I just need to verify your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect, thank you. What is the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Um, I can tell you the claim number, the last is 593.
[AGENT][NEUTRAL] OK. All right, let's see.
[AGENT][NEUTRAL] It looks like that claim was processed [PII] and we sent a direct deposit.
[CUSTOMER][NEUTRAL] OK great um what was processed?
[AGENT][NEUTRAL] Um, it looks like we processed the the surgery.
[CUSTOMER][NEUTRAL] OK, um, was that the $1000 for the $500?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. The 00.
[CUSTOMER][NEUTRAL] 1000? OK, great, so you got the $1000 direct deposited on [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I'll be sure, make sure that he got it um let me see, let me check.
[CUSTOMER][NEUTRAL] Like one more thing while I have you if you don't mind.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Let me see if it shows up on here.
[CUSTOMER][NEUTRAL] Sorry the APL system started to drag in the minute I went to.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] So, of course.
[AGENT][NEUTRAL] Yeah, everything is facing down here.
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] Looks like the person that I was calling about is still.
[CUSTOMER][POSITIVE] Um, showing received on there instead of it was processed so I can't ask you about that one so no problem I will um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is one that we've sent two different things in since [PII]. They said they requested an additional thing we sent that in on [PII], um, but it looks like the person that we sent it back to, I think it was [PII], hasn't, um, addressed the last thing she asked for yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Gotcha. OK. You want me to check and see if we received it or anything like that?
[CUSTOMER][NEUTRAL] I if I give you this.
[CUSTOMER][NEUTRAL] Sure, yeah, uh, yep, let me just give you the policy number. It's 244.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6222.
[AGENT][NEUTRAL] OK, let me just.
[CUSTOMER][NEUTRAL] And, and, and the claim was clean, but she asked for the drug screen, which we had never had to ask for that on the um it was, it was a bee sting and but because her work did a drug screen because it was on the job.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Rose X for the drug screen.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] Finalize this right here.
[AGENT][NEUTRAL] OK, and may I have the name and date of birth of the patient? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] She had a bee sting at work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like it has not been reviewed just yet, but I do see that um we did receive some paperwork on the [PII].
[CUSTOMER][NEUTRAL] OK, can, can we please send a note for Miss [PII] to, to address this one only because it's been going on for a little bit and this is like the second time it's happened with this exact lady, um.
[AGENT][NEUTRAL] OK, let me send her a message.
[AGENT][NEUTRAL] Let me see if she's available. She's not in today. She's not in today, so what I can do is send her an email.
[AGENT][NEUTRAL] Do you want her to call you back when she's ready or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just need her to. There's two lingering people that that I think she's in charge of the claim that we need to get wrapped up, so I will email her if you just send a note to her as well, that'd be great.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'll go ahead and email her right now. She's not in the office so I can just send the message, but I'll go ahead and send her an email for her to see tomorrow, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] OK, you as well. Have a good day and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.