AccountId: 011433970860
ContactId: 21783983-e88e-46bd-a360-ac609ab4b8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607539 ms
Total Talk Time (AGENT): 141980 ms
Total Talk Time (CUSTOMER): 285681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/21783983-e88e-46bd-a360-ac609ab4b8df_20250616T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in the claims department. I was helping to [PII] with an accident policy.
[CUSTOMER][NEUTRAL] Um, and she is, uh,
[CUSTOMER][NEUTRAL] Let me give you the uh the policy number, please. It's um 006.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] 424.
[AGENT][NEUTRAL] I'm sorry, 4240.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm sorry, uh 006.
[CUSTOMER][NEUTRAL] 2042
[CUSTOMER][NEUTRAL] 424. And I'm sorry, I'm having a little trouble with my phone. Uh, it sounds kind of strange, but I, I apologize.
[AGENT][NEUTRAL] Yeah, I'm sorry, can you give it to me one more time?
[CUSTOMER][NEUTRAL] Of course, absolutely. It's 006.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 424.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, and what, what was her question?
[CUSTOMER][NEUTRAL] Yes, OK, so there is a claim number that was just done. It's 3608001. Now first she wanted to talk to [PII], uh, who is, I don't know, I don't see that she's in the office, um, but, uh, this has already been done, but this woman uh Miss [PII] wants to know why this is not cashed into her account right now, and I explained to her it looks like it was just done.
[CUSTOMER][NEUTRAL] Um, but she also wants to talk about her benefits and she wants to know why this hasn't, this wasn't done earlier than um, than today.
[CUSTOMER][NEUTRAL] And I don't know what to tell her, um, she's, but she wants to know about this claim in particular.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I don't know whether to, I, I, I asked her if I, I asked her if I could do a call back, um, so I could do a hub request. She doesn't want that. She wanted someone she wanted to talk to [PII]'s supervisor and I, I don't know, I didn't know what else to do for it besides, uh, do claim support.
[AGENT][NEUTRAL] OK, uh, just bear with me just a moment.
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] And I don't even show a [PII]. I show a [PII]. I, I, I don't know.
[CUSTOMER][NEUTRAL] I was looking um
[AGENT][NEUTRAL] Oh, she's under [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, I, I was, I don't know whether I, I was trying to find her, um.
[CUSTOMER][NEUTRAL] And when I put her into the to do uh a uh you know, to do a quick uh tra I mean uh transfer, I didn't she wasn't coming up to anybody and I don't know whether that's, you know, but I'm looking at I'm doing uh see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And she's coming up in the system.
[CUSTOMER][NEUTRAL] Is [PII] a benefit adjuster, even so, I'm not showing her as being active. And so I don't really know what to do with, with, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With Miss [PII].
[AGENT][NEUTRAL] Uh, sure, just give me just a minute and then, yeah, it, it looks like it was just processed today so I, I mean it would show up in her account the normal business days like from her bank so we don't really have any control over that but.
[CUSTOMER][NEUTRAL] Yeah, I, I explained to her that the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I told her that.
[CUSTOMER][NEUTRAL] I told her that.
[CUSTOMER][NEUTRAL] Yeah, I told you.
[AGENT][NEUTRAL] Um, sure, give me just a moment and I'll.
[AGENT][NEUTRAL] Let her know that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I promised her I told her all that and then the next thing I know she went off on me and it's, I guess it's just a Monday morning thing. I don't know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But I think her main concern was that she wanted to know why it wasn't processed sooner.
[CUSTOMER][NEUTRAL] I don't know what to tell you like
[AGENT][NEUTRAL] OK, and all her information was verified?
[CUSTOMER][POSITIVE] Yes, ma'am. Yes, it was. Everything's been taken care of along that line. I just needed to um.
[CUSTOMER][NEUTRAL] Figure out this claim.
[AGENT][POSITIVE] OK, uh, sure, well I'm, I'm ready for the call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you very much. I'm just gonna go ahead and leave it now. Thank you.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, I was wanting to speak with um [PII].
[AGENT][NEUTRAL] Oh, OK. Um, bear with me just a moment. Um, I, I believe the other, the lady who just transferred.
[CUSTOMER][NEGATIVE] And you're not her supervisor either.
[CUSTOMER][NEGATIVE] You're not her supervisor so I know you're not her supervisor because I've spoke with her before.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is this, am I speaking to Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes you are.
[AGENT][NEUTRAL] OK. Yes, Ms. [PII], how are you doing this morning?
[CUSTOMER][NEUTRAL] I'm doing fine. Is [PII]?
[AGENT][NEUTRAL] Um, she's not available at the moment, and I actually am one of the supervisors for the claims department. Is there anything that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I'm just wondering where my, um, benefits for this month because I turned my paperwork in on the [PII] and she normally processes it and I'm just trying to figure out where it is because she does it every month.
[AGENT][NEUTRAL] OK, sure I'll take a look at that for you, uh, bear with me just a moment please.
[AGENT][NEUTRAL] And this claim was under you, is that correct? You were the participant?
[CUSTOMER][NEGATIVE] Yes it, yes it is. That's the reason why I wanted to talk to her cause I don't wanna be going through all this.
[AGENT][NEUTRAL] Yes, ma'am. And so I do see that the last claim that we received was received on [PII].
[AGENT][NEUTRAL] And then I see that for the date of service for [PII] was processed and released. It should, it should be processed and released today. It looks like um it's in the final stages of processing.
[CUSTOMER][NEUTRAL] Well, they told me that on last Thursday and the [PII] fell on a weekend, so normally I would have had it Friday. So I wanna speak to [PII], that's who I need to speak with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, bear with me just a moment and let me see if I can see if she's available, OK?
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm sorry about that hold, Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, so yes, uh, [PII], she's currently unavailable at this moment, um, and I can verify with her whenever she is available that the payment will go out today. Uh, if there's any changes, I can feel free to uh give her, give you a call back if you'd like.
[CUSTOMER][NEUTRAL] Um, she, she, is she not, um, it's [PII] cause normally when I call her she talks to me, so why is it that she can't talk today?
[AGENT][NEUTRAL] Well ma'am, she's just not unavailable at this moment. Would you like for me to give you a call back whenever she is available today?
[CUSTOMER][NEGATIVE] Uh, yes, I wanna talk to her, not you. I wanna talk to her to see what's going on because she's the one only works on the claim and I turned my claim paperwork in on [PII], which was on a Saturday, and I got a text from you all saying that you all received my paperwork and you was working on my claim, so I'm just trying to figure out why is it so hard to get my my claim for this month and any other month it has never been hard unless someone else worked on it and um.
[CUSTOMER][NEGATIVE] Because I received on [PII] your claim and your additional information has been received on [PII] because I turned it on the [PII], so I don't know who started working on it on the [PII], but I turned it in way before the time it was due, and normally the payment be in the bank by now and I've looked in there and I, I talked to y'all last week. They said the same thing that it was processed and it should be in the bank. It's not in there.
[AGENT][POSITIVE] Yes ma'am, uh, what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, and I wanna speak to [PII].
[AGENT][NEUTRAL] Yes ma'am, I will go ahead and give her that information as soon as she's available, OK?
[CUSTOMER][NEUTRAL] Cause that's who I normally talk to.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, sure. Was there anything else I could do to help you today Miss?