AccountId: 011433970860
ContactId: 34bc649f-0acf-4811-8e30-3ee6d4419fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159139 ms
Total Talk Time (AGENT): 77812 ms
Total Talk Time (CUSTOMER): 63622 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/34bc649f-0acf-4811-8e30-3ee6d4419fcf_20250123T13:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] the claims.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hey, I have Ms. [PII], I can't even pronounce her last name, um, on the phone, um, her policy number?
[CUSTOMER][NEUTRAL] It's 234-3156.
[AGENT][NEUTRAL] OK, hold on, let me pull that up.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she's saying she's gonna go out on disability. I'm showing the policy is paid to 81-2025, but on PIDAT it is showing um that it, it lapsed um 11-2025, so, um, I'm confused.
[AGENT][NEUTRAL] Um, that's a good question. I don't know anything about that, [PII], to be honest with you.
[AGENT][NEGATIVE] And I hate to say that, but I don't, I don't know how that works.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see if [PII]'s here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, [PII] would probably know about that.
[CUSTOMER][NEUTRAL] Let's see [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I don't know anything about whenever we have the future laps date and it's paid.
[AGENT][NEUTRAL] A head like that. I
[AGENT][NEUTRAL] Uh, I don't know, and I do apologize, but I am gonna have to find out, so I will know in the future.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I'm, I'm, I'm gonna investigate that myself, but in the meantime, I,
[AGENT][NEUTRAL] Yeah, [PII] would probably know.
[AGENT][NEUTRAL] About that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] I do not, and I do apologize, but I'm gonna find out.
[CUSTOMER][NEUTRAL] OK. That's.
[CUSTOMER][NEGATIVE] I don't either. I'm like, I don't know. I don't know what to tell this poor lady.
[AGENT][NEUTRAL] Right, right. Um, hmm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry. I wouldn't much hate it.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] That's what I'll get with [PII].
[AGENT][POSITIVE] All right, dear. Thank you. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] All right, bye-bye.