AccountId: 011433970860
ContactId: 33a56720-045f-465d-aae9-696ccf36cbbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233100 ms
Total Talk Time (AGENT): 87179 ms
Total Talk Time (CUSTOMER): 100210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/33a56720-045f-465d-aae9-696ccf36cbbd_20250131T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII]. Um, may I give you my social security, uh, number because I don't have my claim number with me.
[AGENT][NEUTRAL] Um, yes, sir. Well, well, first, let me get your name again and a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Certainly, it's [PII], that's [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII]. Now I'm ready for your social.
[CUSTOMER][POSITIVE] Great thank you [PII].
[AGENT][NEUTRAL] OK, I found you in our system. Um, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. And how can I help you?
[CUSTOMER][NEUTRAL] Ma'am, the reason I'm calling, um, I just spoke to a representative and it didn't go well, so I wanted to try again. The situation is this I wanted to see if there's anyone that can be emailed a claims examiner or a claims supervisor to see what they can do about expediting my claim um because what happened was this the only thing that was missing was the explanation of benefits that I.
[CUSTOMER][NEUTRAL] You know, received this earlier this week and I sent it all to you um to see if there's any way that it could be rushed please that's the only thing that was missing on my claim.
[AGENT][NEUTRAL] OK. Yes, sir. I apologize, we cannot rush claims and trust me, you're not the only one who's asking for your claim to be rushed. And so.
[AGENT][NEUTRAL] We can't um pinpoint who we will rush claims for. We just can't do that, sir. I apologize.
[AGENT][NEGATIVE] I do show where we received your documentation and it's in line to be processed. But I can't promise a rush. A supervisor can't promise a rush, and we would hate to give you that information over the phone because it will be untrue.
[CUSTOMER][NEGATIVE] So there's no super.
[AGENT][NEUTRAL] So, I'm sorry. We're being honest with you by letting you know that we can't rush it. We do, I do show that we received it and it's in line to be processed. You just have to allow um time for it to be processed. We have to process them in the order that we receive them.
[CUSTOMER][NEUTRAL] But there's no way of knowing what position I'm in in the line.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In processing.
[AGENT][NEUTRAL] Let's see, what date?
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] We're currently working on the [PII] and I'm showing that we received your claim on the [PII].
[CUSTOMER][NEUTRAL] OK, so you're working on the [PII] today.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] OK, alright, so there's no, no one that can expedite this. We have to go in the order it was received.
[AGENT][NEUTRAL] No, sir.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right ma'am um.
[CUSTOMER][NEUTRAL] No idea how many claims are on the [PII] or how many claims are left. You just have the date, right?
[AGENT][NEUTRAL] Right, we're just going by the date.
[AGENT][NEUTRAL] That's why we ask that you allow on the 5 to 7 business days.
[CUSTOMER][POSITIVE] OK, alright, thank you ma'am appreciate it.
[AGENT][NEUTRAL] OK. OK. Is there anything