AccountId: 011433970860
ContactId: 1e2158a5-8cfc-47bc-9968-e5f9c21d5788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344559 ms
Total Talk Time (AGENT): 140608 ms
Total Talk Time (CUSTOMER): 192606 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1e2158a5-8cfc-47bc-9968-e5f9c21d5788_20250317T20:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling Vicky. This is, uh, I'm sorry, good afternoon, this is [PII]. Thanks for calling APO. How are you?
[AGENT][NEUTRAL] I'm sorry, how can I help you?
[CUSTOMER][NEUTRAL] It's OK, it's me, it's all.
[CUSTOMER][NEUTRAL] It's fine. I know today's been a day.
[AGENT][NEUTRAL] Oh my God.
[AGENT][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] Breathe. It's OK. It's fine. I understand. Trust me, I understand. I feel like I sound like that right now.
[CUSTOMER][NEUTRAL] It's just been a long day today, a long day. Yeah.
[AGENT][NEUTRAL] It has been and I'm over here trying to multitask to I'm listening to something about doing voicemails and stuff like this, and I just don't know where I am at this point.
[CUSTOMER][NEUTRAL] To get cut up.
[AGENT][MIXED] I'm glad it wasn't, you know, I mean, it's an important call, but I'm glad it wasn't like a really, really outside call like that would have been crazy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Yes, especially because I got a broker and the lines open.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][MIXED] Yeah, and that's who I got in the line. I got it broke but it's OK.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I always go get in the phone before I put anybody because I know how it goes.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Yeah, you're welcome. Um, but I have a broker on the line. He, he's inquiring about an accident policy that was submitted, and I see that they worked on it today, but I'm not understanding the, the remarks code because the remarks code says roll paid today from an initial premium, so I'm not sure what is that, um.
[CUSTOMER][NEUTRAL] I told him that it's just under review, but he said he wanted like more information because he's trying to, you know, get in contact with the insured.
[CUSTOMER][NEUTRAL] Um, so I don't know if you can. Yes, it's 260-5149.
[AGENT][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] I don't think we, we're not supposed to use it. I thought we stopped using this one.
[CUSTOMER][NEUTRAL] I don't know. I, I was.
[AGENT][NEUTRAL] I thought we were gonna use the one. I thought we use the one for premium, but you can send them over because uh we can't pay this one because they're uh the pay to date and the effective date are the same. We have not received any premium.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, got you. Oh, OK. Yeah, I just didn't understand that one. I was like, oh, let me see what is that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so let me put him in. I did verify all the information. Um, his callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You send them all over, sure.
[CUSTOMER][NEUTRAL] OK, you're ready for it? OK, thank you. Um, one moment. Uh, let me get this out of the way. One moment.
[CUSTOMER][NEUTRAL] Right, OK, here we go. OK.
[CUSTOMER][POSITIVE] Thank you for holding and be impatient for me, Mr. [PII]. I got Miss [PII]. I got Miss [PII], she's in the claims department. She's gonna assist you from here OK? Sure, sure, thank you. You're welcome have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Good afternoon, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? This is [PII]. um, they had me on hold, doing great, doing great because I was just checking on a claim that was showing pending.
[AGENT][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah looks like this one is pending for eligibility uh so once we get that in the payment, uh, well if there is a payment it'll be released.
[CUSTOMER][NEUTRAL] And I apologize. I do a lot of claims. What is the, uh, the eligibility mean as far as on on a claim?
[AGENT][NEUTRAL] Yeah, it looked like this policy it just became effective on [PII].
[AGENT][NEUTRAL] Uh, so, so it looks like whenever the policies have the effective date and the pay to date are the same, then we have to wait to see if we can get eligibility before we can release that payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, I, I see what you're saying now. They, they did this in the past on a couple claims because they hadn't received the first bill and yet. The first bill wasn't paid before the first claim happened, but I was told that they did away with that because I had to get that reversed every time they did it on the last 3 claims they did it on, and they eventually they had to go ahead and pay it because they said they're not supposed to hold up claims period if a policy is in force.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So probably what will happen the claim was just processed on today, so overnight it's a possibility that they will uh go ahead and allow that payment so you wanna try to check back with us on tomorrow?
[CUSTOMER][NEUTRAL] I will, I will, and I, I appreciate your time and uh I know it's nothing you can do on you uh at your end, but I know it was something that they were supposed to. I even talked to the, to the corporate people and they're like, yeah, they're not supposed to do that anymore, but I guess it's not being translated to the claims department, you know what I mean.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, well, no, it has been, but being that the claim um was processed on today, we do have to pin that claim and probably overnight they will go ahead and do whatever they do so that we can release the payment and so then they'll send us something on tomorrow and then they'll probably be able to release we'll be able to release the payment but uh initially it will be pending but then tomorrow we should be able to release the payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate you thank you. I, uh, and it's really just these employees they, they, they get so, uh.
[CUSTOMER][POSITIVE] So crazy so quick. They're like, what do you mean? Why is it pending? I'm like, let me check on it, just relax, you know, everybody's uh so quick to get, to get crazy, but I appreciate you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I understand, I totally understand.
[CUSTOMER][POSITIVE] I hope you have a great day. Thank you for your time.
[AGENT][POSITIVE] You as well thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.