AccountId: 011433970860
ContactId: 25995c30-603b-4588-b086-99442a93a4f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519500 ms
Total Talk Time (AGENT): 219097 ms
Total Talk Time (CUSTOMER): 154151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/25995c30-603b-4588-b086-99442a93a4f0_20250410T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] and I do have some um uh I'm trying to get a claim started with you guys and I think that
[CUSTOMER][NEUTRAL] Uh, I, um, just, can I give you my information, please, cause this is like the.
[AGENT][NEUTRAL] Yes, ma'am. May I have your
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Um, I can give you my social security number.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] My social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, one moment, I'll get this pulled up. And is this for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, let me get this pulled up. I'm not showing a medical one moment.
[AGENT][POSITIVE] Get one of these pulled up.
[CUSTOMER][NEUTRAL] I'm trying to get a claim started.
[AGENT][NEUTRAL] OK. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So let me get this pulled up.
[AGENT][NEUTRAL] And I see a disability, I see a dental.
[AGENT][NEUTRAL] Let me try this one. That's an accident.
[AGENT][NEUTRAL] Let me see what this one is.
[AGENT][NEUTRAL] I do apologize my system. OK, so you're doing the distance.
[CUSTOMER][NEUTRAL] I'm doing for disability.
[CUSTOMER][NEUTRAL] I'm sorry, I told you medical. I'm doing disability. Sorry, sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK, so let me get over to the disability cause I am medical. One moment. Let me get your policy pulled up. No, you're fine.
[CUSTOMER][POSITIVE] OK. I'm sorry.
[AGENT][NEUTRAL] I'm gonna try to assist you. If not, I'll have to get you over to disability. I'm just waiting on your policy to load one moment.
[AGENT][NEUTRAL] OK, so I have that disability number 02596501.
[AGENT][NEUTRAL] And let me see if I can pull that one up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have it in front of me and you want to submit your claim. Let's see.
[AGENT][NEUTRAL] Needs employee and employer so looks like they sent.
[AGENT][NEUTRAL] 318. Is that for the same one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Regarding 318? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see if they added any notes on here.
[AGENT][NEUTRAL] Because it looks like they're asking for.
[AGENT][NEUTRAL] Employee and employer looks like they're asking for some information but I'm just trying to verify what information they need.
[AGENT][NEUTRAL] Employee employee statement from the employer. So is that what you're submitting the statement?
[CUSTOMER][NEGATIVE] That's what they should have already sent that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was making sure if they've done that already.
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEGATIVE] Evidently, they haven't.
[AGENT][NEUTRAL] So this we received something on 47. Let me open that one up.
[AGENT][NEUTRAL] Let me see if I have access to it. One moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There's a disability claim form.
[AGENT][NEUTRAL] And the attending physician statement.
[AGENT][NEUTRAL] Disability claim form. So since I'm not familiar with disability, I wanna make sure you're getting the correct information. So I'm gonna place you on a brief hold and get you over to disability. Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, one moment, and I thank you for calling American Public Life. Have a great day. One moment, I'll get you over to disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Quick connect.
[AGENT][NEUTRAL] Uh, disability.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, so, this is [PII] in claims. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you, Ms. [PII]?
[AGENT][POSITIVE] I am wonderful. So, thanks for asking. I have a young lady on the line. She's calling regarding her disability policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And what's that policy number?
[AGENT][NEUTRAL] 02596501.
[AGENT][NEUTRAL] She's fully verified.
[AGENT][NEUTRAL] You need her callback number?
[CUSTOMER][NEUTRAL] OK. It's for a muffet.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And she's trying to submit some more information, but she wants to know if the previous information we requested has been received. I have no idea about disability.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I know we received the claim on the [PII].
[AGENT][NEGATIVE] But she don't think that's what we are asking for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, I'm not sure.
[CUSTOMER][NEUTRAL] Oh boy, and we don't supposed to be we research. OK, um, give me just one minute, OK? Give me one minute. I'm just gonna try to pull that before I get her on the line. Uh, let me see if I can look at what she said.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh you you.
[AGENT][NEUTRAL] So did that information come from her or?
[AGENT][NEUTRAL] The employer.
[CUSTOMER][NEUTRAL] I'm not sure. I'm trying to pull it up right now and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 40,825,340.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ah this this so so yes.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][POSITIVE] Oh, this page is great. OK, uh, one moment.
[CUSTOMER][NEUTRAL] Yeah, usually when they need to review what's in there or if it's because right now, you know, since everything changed with us is that we cannot really research, um, so we just let them know that it's in line to be processed that once it's processed we'll let her know but since she's asking specifically if something she admitted.
[CUSTOMER][NEUTRAL] It is a claim um regular submission.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Let me see if I can find a good.
[CUSTOMER][NEGATIVE] I'm on first page. I'm sorry, it's taking forever.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yeah it was from work. OK. You can put her through.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. You're welcome.