AccountId: 011433970860
ContactId: 2789171a-d085-49c0-8f3e-d7dcf564a89b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461579 ms
Total Talk Time (AGENT): 207533 ms
Total Talk Time (CUSTOMER): 155322 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2789171a-d085-49c0-8f3e-d7dcf564a89b_20250109T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is. I was just calling to follow up on the status of my claims.
[AGENT][NEUTRAL] OK, I'm sorry, it kind of broke up there um what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And we were following up on a claim.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Alright, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Alright, thank you. uh do you have uh your policy number?
[CUSTOMER][NEUTRAL] Um, yeah, let me get it out my phone. Hold on one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] The claims and the insurance people.
[CUSTOMER][NEUTRAL] Give me one second, I'm just trying to go through the text message with it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Excuse me, I'm so sorry, um, alright, just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So it looks like we received [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I think it is just about done to be processed um I can see it does have a claim number um but I don't see anything else just yet if you don't mind I'm gonna put you on a brief hold and reach out to our claim specialist just to make sure. I think what that means is they're just finishing up with it.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem, thank you so much.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] Doing good thank you um I have an insured on the line calling to check on a claim. Um, I think this claim is like just being finalized maybe um I do see it it's called a claim number but there's no start date there's no notes there's, uh, when I click on uh on base there's nothing there so I think it's just being finalized, but I just wanted to double check if you're able to.
[CUSTOMER][NEUTRAL] I can check what's the policy number?
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 552188.
[CUSTOMER][NEUTRAL] And it was 255-2188?
[AGENT][NEUTRAL] 02552188, yes.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, looks like a claim was processed.
[CUSTOMER][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] Um, oh.
[AGENT][NEUTRAL] OK, you have the same reaction as me.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] Uh oh, I wonder if this is one that [PII] probably had a.
[CUSTOMER][NEUTRAL] An IT ticket too.
[CUSTOMER][NEUTRAL] Uh, let me see, let me see if she's available.
[CUSTOMER][NEUTRAL] I didn't catch it before the end of the day on that time.
[AGENT][NEUTRAL] Oh, I've just never seen it where it has a claim number but nothing else so I was wondering if maybe it was just being like finalized.
[CUSTOMER][NEUTRAL] Yeah, that, mm.
[CUSTOMER][NEUTRAL] I'm gonna have to get with roles that could have been, well, definitely something has been processed in the system, but it wasn't a benefit. So I would just tell them that it's currently in review. Nothing has been finalized on it and I will get with her and let her know that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing was processed on this claim.
[AGENT][NEUTRAL] OK, um, is there an ETA you think is OK to give her?
[CUSTOMER][NEUTRAL] Um, I would say if she's trying to follow up, I would say, um, oh, today is supposed to say Thursday. I was just, um, I am I feel like it's Monday. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it really does. It's just a weird day. Are you're in [PII], aren't you?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Yeah, so you're seeing all this snow. It feels like a snow day like I should be out there.
[CUSTOMER][NEUTRAL] I am, uh, I would say she can probably follow up with us on Monday.
[AGENT][POSITIVE] Monday, OK, OK, I'll let her know. Alright, I appreciate your help thank you so much, [PII].
[CUSTOMER][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Alright [PII] I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so yes, I did reach out to the claim specialist just to verify and yes it is, uh, currently being finalized. um, she did say that um I would uh you should call back probably Monday and it'll be completed then we we'll have an update for you then. Sorry about that. It's just kind of in that weird in between um I've never actually seen it but it does have a claim number um just not anything revealed yet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, well let me get the claim number from you. Let me put that on my phone. OK, go ahead.
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[AGENT][NEUTRAL] OK, it is 354-928-3.
[CUSTOMER][NEUTRAL] 354-92.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they'll just have, they'll have an update on Monday. You think it'll be done by Monday?
[AGENT][POSITIVE] I, I think so, um, I mean, again, it looks like it's just in the time of being finalized. I, I don't wanna say yes or no just in case there's some hiccup, but that's what they told me, so it looks pretty good.
[CUSTOMER][NEUTRAL] Well, let me ask you, let me just ask you this, like, do you know if it's like the claim is like approved or denied like when it's in this stage, like if there's not.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Not yet, no that's why I was a bit confused because I did I see that it was assigned a claim number um and typically when it's still in processing it doesn't have a claim number yet we could just see that we've received information um but there's nothing else that's just the claim number um so I think it's just that that weird in between period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well I appreciate your help.
[AGENT][POSITIVE] Yeah, sorry about the confusion. Yeah.
[AGENT][NEUTRAL] But is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] And I'll check back.
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.