AccountId: 011433970860
ContactId: 26ca3632-d690-4378-9be0-91fb191299b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587320 ms
Total Talk Time (AGENT): 187782 ms
Total Talk Time (CUSTOMER): 321446 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/26ca3632-d690-4378-9be0-91fb191299b9_20250512T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] 00 sorry, you're cutting out bad, honey, bad, bad, bad. It's like little click, click.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I thought it might just be our call. Yeah, but you, it's like you're, I'm getting like bits and pieces here and there, you know, but hopefully, yeah.
[AGENT][NEUTRAL] Uh, OK, let me, let me see if I can adjust. Hold on real quick.
[CUSTOMER][POSITIVE] You seem OK right now. You seem OK right now.
[AGENT][NEUTRAL] Oh, OK. And this is [PII], right?
[CUSTOMER][POSITIVE] Right, I'm sorry for, yes, this is [PII].
[CUSTOMER][POSITIVE] I, I do, yeah, I do appreciate when people I still sometimes, you know, I still appreciate people telling me who they are when they call me cause uh sometimes everything just starts running together, voices, everything. All right, dear, I have a Katrina Crow. Let me give you her policy number.
[AGENT][NEUTRAL] I recognize him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And tell me when you're ready.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Hi can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Oh hold on.
[CUSTOMER][NEGATIVE] I'm losing you.
[CUSTOMER][NEUTRAL] Sorry, did I lose you?
[AGENT][NEUTRAL] so are you still there?
[CUSTOMER][NEUTRAL] Uh, yeah. Oh my. You have a lot, can you hear me?
[AGENT][NEUTRAL] [PII] who are you there?
[CUSTOMER][NEUTRAL] I am, can you hear me?
[AGENT][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. All right. We keep clicking in and out. I totally lost you for a second there. All right, let me get your policy number real quick. OK, 183.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6605.
[AGENT][NEUTRAL] OK, let me look her up.
[AGENT][NEUTRAL] OK, I've got her pulled up.
[CUSTOMER][NEUTRAL] All right, I verified all of Ms. [PII]'s information. She is just calling to see if she possibly has a letter or something.
[CUSTOMER][NEUTRAL] Coming from claims. I did not see anything in notes. I told her we cannot see claims information. So if you can just tell her what you do and don't see, she would appreciate it very much.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you can go ahead and.
[CUSTOMER][NEUTRAL] Right, oh God.
[CUSTOMER][NEGATIVE] OK, [PII], I, you're cutting out so bad I almost hate to send her to you.
[CUSTOMER][NEUTRAL] Oh God. OK, dear, here we go, huh.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me try to adjust, hold on real quickly, so let me see if I can adjust.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you hear me [PII]?
[CUSTOMER][POSITIVE] Uh, it's a little better, still doing the kind of in and out.
[AGENT][NEUTRAL] Well, that's weird because it's looking like everything's OK, so I don't know. I've got uh startling's cloudy so maybe that's it. I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you've got what?
[AGENT][NEUTRAL] Our link and it's cloudy outside so it might be because of that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh my goodness. OK, maybe you can just tell her yeah or nay real quick on what she needs. Call me back if you need to.
[AGENT][NEUTRAL] You can't hear me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For any reason, if I need to help with what y'all are saying.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] OK. All right, bye dear.
[AGENT][POSITIVE] All right, thanks [PII] right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] with
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] With the care team, so I understand you're calling because you're looking for a hey, you're looking for a letter that may have been sent to you from the claims department.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I thought it
[CUSTOMER][NEGATIVE] Possibly, but then I looked and all my claims are still under like received process thing, but y'all might have sent out something, but it could have been from another.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, so it could have been some another entity.
[AGENT][NEUTRAL] Well, as of right now, looking.
[AGENT][NEUTRAL] Right, right, as of right now all the claims that you submitted on [PII] are still in progress, so nothing's been sent yet because they're still processing the claims.
[CUSTOMER][NEUTRAL] OK, um, I think I have everything I need. Uh, I always get freaked out. I I freaked out. Yes, I get freaked out. I never, I, I'm always thinking I have everything that I need, but when we started, when they, you know, when they, when you all switch to having that claim form for each time.
[AGENT][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] It always tells me for loop de loop, so.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] I think I have. I think if, if anything I may have to spend do one for Ava [PII], but it's not, it's not being processed to like at this moment, is it?
[AGENT][NEUTRAL] Uh, the 3 that you sent in are in process.
[CUSTOMER][NEUTRAL] OK. So, I, oh, I don't want Avers to get kicked out because I don't know if I have her. What is it that hospital in [PII]?
[CUSTOMER][NEUTRAL] I thought I had it on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I, yeah, OK, yeah.
[CUSTOMER][NEUTRAL] I can just um
[CUSTOMER][NEUTRAL] I don't know. I'm gonna figure out some, I need to fill out that form. I might have it already filled out for her. I just, I can't, I don't ever know. I'm be honest with you, my brain is like a scattered goose print right now. I, I teach. We just finished leave and my life's in shambles, OK?
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Bless your heart. Bless your heart. I feel for you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see. I don't know if I attached them with Ava. I know I've attached them to her other one.
[CUSTOMER][POSITIVE] Oh blessed be.
[CUSTOMER][NEUTRAL] We thought of not listening to.
[AGENT][NEUTRAL] Now if you wanted to um if you wanted to resubmit.
[AGENT][NEUTRAL] If they've got all the information from the previous um submittals they'll just say it's a duplicate so if you if you're not sure you wanna resubmit the information that'll be fine.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's just that, uh, that, uh, what is it that hospital indemnity form that's the one I you have to submit that with each claim, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, I can.
[CUSTOMER][POSITIVE] I think I just found one. I'm just gonna change the date real quick and I think we should be good to go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, that's, that's it. I'm sorry. I, I just freak out, uh, because that's my natural disposition.
[AGENT][POSITIVE] Oh no, that's OK I'll stay on the phone with you and and I'll be here if you need me.
[CUSTOMER][NEGATIVE] Because even with the um with the claims, I, it gives you the option like to submit it online, but it never lets me submit it online for like I have to download it and then um.
[CUSTOMER][NEUTRAL] It's weird the way it does it, but it's all good. Yes, so I will get that.
[AGENT][NEUTRAL] What kind of, what kind of device are you using? Because it doesn't, sometimes it will, but most of the time it doesn't work if you're using a phone but if you have like a, a desktop computer, it should go in good that way if you're using Google Chrome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see, I have that, but then it, it'll ask for like a password.
[CUSTOMER][NEUTRAL] It'll say like enter your the password.
[AGENT][NEUTRAL] Yes, you'll need your password to get.
[AGENT][NEUTRAL] Yes, you'll need that to get into the online service center.
[CUSTOMER][NEUTRAL] And, OK, so am I crazy? What is the password?
[CUSTOMER][NEUTRAL] And I, yeah, I always type that password in and it was like invalid and I'm like, here.
[CUSTOMER][NEUTRAL] I never know. OK. But now that I don't know, yeah.
[AGENT][POSITIVE] Well, we, however you sent it on the [PII], it worked because we did get it.
[CUSTOMER][NEUTRAL] Yeah, I always, I just download it and then do it and then um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Re up submit it, like, you know, yeah, that process. It's not a big deal. I can do it.
[AGENT][NEUTRAL] Upload it, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, well, yeah, I'll get that done and thank you all so much for being patient with me and yeah, OK, perfect, thank you.
[AGENT][POSITIVE] You're very welcome. You're very welcome. I hope you have a wonderful day and yay, it's almost summer break.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Oh girl, who you telling? So it, you should get it in about a couple of minutes. Would that be OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Alright bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye bye.