AccountId: 011433970860
ContactId: 1afbe43d-8604-4840-9208-a97b17ad4d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513440 ms
Total Talk Time (AGENT): 130577 ms
Total Talk Time (CUSTOMER): 120470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1afbe43d-8604-4840-9208-a97b17ad4d98_20250414T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, may I speak to [PII]?
[AGENT][NEUTRAL] I'm sorry, uh, you said [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you have a last name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. uh, was this in regards to your uh your individual policy?
[CUSTOMER][NEUTRAL] Is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have that policy number? OK.
[CUSTOMER][NEUTRAL] A claim.
[CUSTOMER][NEGATIVE] Uh, no, not handy.
[AGENT][NEUTRAL] You don't have a policy number. Um, I could start using your social.
[AGENT][NEUTRAL] Or if you have the claim number.
[CUSTOMER][NEUTRAL] 572
[CUSTOMER][NEUTRAL] 572904973
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, the one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And [PII] just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, so it looks like you have a few policies with us, [PII]. Was this for um accident, short term disability, or your hospital indemnity?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Short term.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Short term.
[AGENT][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] Alrighty, and then, uh, before we go any further, did you want me to go ahead and give you that policy number so you've got it for your records, [PII]?
[CUSTOMER][NEUTRAL] Um, hold on, I have to get something to write with. Hold on a minute.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3002.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, and then if you'll give me just one moment I'm gonna put you on a brief hold, uh, let me see if [PII] is available.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, I know
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], I appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK, it doesn't look like she's available at the moment um but I did look at your account. Are we just needing to verify that the medical records have been received? is that right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I'm I'm, I'm calling to see if they approved it or not because they, I know they got everything and she left me a message to call today to see if everything had been approved or denied.
[AGENT][NEUTRAL] OK, OK, um, so I can try to, um, if I can't get with [PII] I can definitely get with somebody else in claims, uh, see if they can give me some insight on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, bear with me just a moment. I appreciate your patience.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Doing good thank you. So I do have M Ava on the line. Um, I did look at the notes and I think she just wanted to see if the medical records have been reviewed.
[CUSTOMER][NEUTRAL] Yeah, they have, uh, looks like there's a decision that's been made on it. They, it denied for preexisting.
[CUSTOMER][NEUTRAL] But I can talk to her if you need me to.
[AGENT][NEUTRAL] OK, did you want to speak with her? OK, OK, um, did you need a call back or anything?
[CUSTOMER][NEUTRAL] I'm sorry, I call back. What do you mean?
[AGENT][NEUTRAL] Did you need her callback number?
[CUSTOMER][NEUTRAL] Uh, no, I think it's sending notes. Give me one second.
[AGENT][POSITIVE] Oh it is yeah you did leave a note of that you're right.
[CUSTOMER][NEUTRAL] OK, yeah, you can um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK, now I remember her, got you. Alright, thank you.
[AGENT][POSITIVE] OK, no worries, yes, alright, thanks [PII]. It is, it is absolutely Monday. No, you're fine. All right, thank you, bye bye.
[CUSTOMER][NEUTRAL] It's it's, it's it's Monday, it's Monday. Sorry.
[CUSTOMER][POSITIVE] OK, no problem, bye bye.