AccountId: 011433970860
ContactId: 1c6a6002-1c94-4c82-9e82-6e6593a2623f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382579 ms
Total Talk Time (AGENT): 199666 ms
Total Talk Time (CUSTOMER): 90212 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1c6a6002-1c94-4c82-9e82-6e6593a2623f_20250602T15:16_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. I called Thursday and talked to somebody about my husband's claim, cancer claim, and [PII] was supposed to call me back Friday, and I never heard from her.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, I was trying to check in.
[AGENT][NEUTRAL] I'm so sorry. Who was, who was supposed to call you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think it's what I was told.
[AGENT][NEUTRAL] OK, give me, I'm not familiar with [PII], so give me just one moment.
[CUSTOMER][NEUTRAL] You have another K person that maybe I have the wrong name.
[AGENT][NEUTRAL] That's OK. I can look, what I'm gonna need to do, Ms. [PII], is to pull up your policy information and verify some things with you first, and then I can try and see, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If I can determine who exactly was supposed to return your call or I can certainly try and help you so first off what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] I uh don't have that with me.
[AGENT][NEUTRAL] OK, and the policy is in your name, is that correct? Yes, ma'am, what is your social?
[CUSTOMER][NEUTRAL] Can you do it by my social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] OK, and Miss [PII], any information that I do provide today will be a verification of benefits and not a guarantee of payment. So if you could first please verify your name, not your name, your date of birth, Miss [PII], and then your husband's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number. Is that, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly, Ms. [PII], your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I can see Ms. [PII] where there was a request you had spoken with [PII] on Friday and um she did send a request to have the claim that you all discussed uh reviewed and for someone to call you, someone should.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Call you by the end of business today. It is typically a 24 hour turnaround period and we are closed on the weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So, um, it doesn't show who's working on it.
[AGENT][NEUTRAL] So, I can't, but I can see that request was submitted. No, ma'am, it doesn't. Uh, I, I can only see who you had spoken to and that she submitted a request. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To have, you know, to have it looked into and to have someone call you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then my other thing is, you know, I got online this weekend and tried to do that where you sign in again because of the new system.
[AGENT][NEUTRAL] Right. OK. So, it won't let you, yes, ma'am. So they're, they are aware of an issue and they are working on that. And hopefully, that is going to be, that, that was uh discovered this morning that there is something that's um
[CUSTOMER][NEGATIVE] And it did, it didn't work.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Not quite right with that. Yes, ma'am. So, our IT department is aware of it and they are in the process of working on it, and we have just received some information that it should be by tomorrow. Now, I'm not gonna say tomorrow morning, but hopefully within the next 24 hours, that will be resolved and you will be able to set up your new profile.
[CUSTOMER][NEGATIVE] Not working. OK.
[CUSTOMER][NEUTRAL] OK, so right now, um, OK.
[AGENT][NEUTRAL] Alright, and give me just, yes, ma'am, and give me just one second, Ms. [PII], to make a note about um our conversation, please, so please bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes ma'am. I've made a note just um regarding our call today, Ms. [PII], and again I can see that that request was submitted and that someone should be returning a call to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, is there anything else? Oh, you're certainly welcome. Can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.