AccountId: 011433970860
ContactId: 34b5232b-3826-4818-b565-416ca6fb29df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267799 ms
Total Talk Time (AGENT): 57574 ms
Total Talk Time (CUSTOMER): 92935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/34b5232b-3826-4818-b565-416ca6fb29df_20250522T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. I was wondering if you could just look at a claim and see if there's anything additional that you could provide me as far as information that maybe I'm not seeing.
[AGENT][NEUTRAL] OK, can I get the policy number?
[CUSTOMER][NEUTRAL] Yep, policy is 259-799-4.
[AGENT][NEUTRAL] [PII] think think [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, so, uh, Mr. [PII] has called so many times to check on this claim that I actually just remember him. Um, it's under, it's under review from Doctor [PII], and it's been that way and I do see in the notes we talked to him on the [PII], um, needed some additional info.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just didn't know they said that they were gonna try and see if they could get it expedited I don't know if you have any idea of how much longer because the guy's been I guess waiting on this for some time.
[AGENT][NEUTRAL] OK, so I see.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I wonder did she reach out to somebody.
[AGENT][NEUTRAL] Hold on one second, see if I can contact [PII] if hopefully she's not gone yet.
[CUSTOMER][POSITIVE] Yeah, I know, no worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Do you know if he'll let us give him a call back?
[CUSTOMER][NEUTRAL] Um, we can do probably a call back. He was, he verified his information and his wife was sitting there and then he had to go into an appointment, so I have her on the line right now, but I mean we can do, yeah, I can get a call back, um, her name and stuff just in case if he's still in his appointment. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, see if uh she'll let me call her back, um, once I hear back from [PII] because I think [PII] is the one who kinda interacts with, with the medical reviewer. Now [PII]'s working on it, but [PII]'s not here, but [PII] would know if if if it's been reviewed or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was working on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][POSITIVE] OK, I appreciate it, yeah, give me just one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and just you can just email it to me or message it to me.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I'm sorry, what was your first name again?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] [PII] Last name is [PII].
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Thank you, [PII]. I'm sorry.
[AGENT][NEUTRAL] Uh-huh, you're fine.
[CUSTOMER][POSITIVE] All right, yeah, I can um just email it to you as far as a call back and all that if you want no problem.
[AGENT][POSITIVE] OK alright thank you.
[CUSTOMER][NEUTRAL] Yeah.