AccountId: 011433970860
ContactId: 325a72cc-1a6b-4bc0-834b-31635ec7b0fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164380 ms
Total Talk Time (AGENT): 74427 ms
Total Talk Time (CUSTOMER): 87164 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/325a72cc-1a6b-4bc0-834b-31635ec7b0fc_20250610T20:44_UTC.wav
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[CUSTOMER][NEUTRAL] Pro
[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] in [PII]. How you doing?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][POSITIVE] Doing great, doing great, um, just trying to see if I can call and check on a claim for one of our customers.
[AGENT][POSITIVE] Yeah, absolutely. What's their policy number? Do we have that?
[CUSTOMER][NEUTRAL] It's, we sure do. It's 225-895-5.
[CUSTOMER][NEGATIVE] This uh OSC has been giving me nightmares lately.
[AGENT][NEUTRAL] You're not alone on that, [PII]. I know. I, I, yeah.
[CUSTOMER][NEGATIVE] That's I can't win.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Uh, what is the, uh, insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and the spouse's name is [PII], um, and I can't even check half my claims because they don't show the all the stuff we've uploaded so it's kind of been a little bit of a nightmare. So I may have even checked on this one already, but I'm trying to make notes on everybody.
[AGENT][NEUTRAL] No worries, um, is it for [PII] or [PII], do you know?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's, it's for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has that been happening to you guys where people upload stuff and everything they uploaded they can't see it ever since the system changed?
[AGENT][NEUTRAL] Yeah, so I actually had, um, I think she was like an admin, um, maybe even a broker that was like helping one of her clients out, um, so she always files the claims for them, you know, they're like an older couple and she's always done it for him. She was saying that the same thing was happening to her earlier where like, it wasn't showing what she had uploaded and it was asking her to do it like multiple times.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Right, yes, and, and that's what we're running into we can't, uh, all the stuff we've ever uploaded for people and all the past claims are gone.
[CUSTOMER][NEGATIVE] So it's kind of a nightmare because we can't see like things that have already been processed, like a month ago, like 2 months ago, it's gone. Our whole system's clear, like it's kind of, it's kind of a little nerve-wracking because we try to track everything for everybody, you know. So it's a little scary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm, OK, um, so on the calls that was uploaded, it shows reported on 65, it's still in progress, no decisions been made on it.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][POSITIVE] Alright, I'll, I'll circle back again on it. I appreciate it. Um, can you just put a little note in the system that I called, um, I know they're normally pretty fast on the hospital plan.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. I will put a note in that we spoke on this claim, um, yeah, absolutely. Did you need me to check anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, I, I believe that's it, but I appreciate your time.
[AGENT][POSITIVE] Not a problem. Have a good one, [PII].
[CUSTOMER][POSITIVE] Thank you take care.
[AGENT][POSITIVE] Bye-bye. You too.