AccountId: 011433970860
ContactId: 391f9133-f5c2-4be8-886b-24748ee36e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269160 ms
Total Talk Time (AGENT): 82448 ms
Total Talk Time (CUSTOMER): 80110 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/2025/02/26/391f9133-f5c2-4be8-886b-24748ee36e2e_20250226T17:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. My last name is [PII]. And uh can I have your name spelled out with the uh last name for documentation purpose?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] I'm sorry. Actually, your voice is kind of low. Can you repeat that again and I can also check your volume.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I would like to uh check the status of the claim for a few of the claims with us now responds and a few of the claim with uh send for reissue of the check. So I would like to check the status of that one as well.
[AGENT][NEUTRAL] Are you with the provider's office or?
[CUSTOMER][NEUTRAL] Providers office.
[AGENT][NEUTRAL] OK. And do you have a, uh, a policy number that I can look up for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, I do, mhm I do have it. So the policy number is 02136485.
[AGENT][NEUTRAL] It's, let me call it back 102-368-5.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on just a.
[CUSTOMER][NEUTRAL] 36485.
[AGENT][NEUTRAL] 036
[AGENT][NEUTRAL] 85. OK, hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] OK, I think I wrote that policy down wrong. Uh, can you give that to me once again? I apologize.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure, no issues. So the policy number was 02136485.
[AGENT][NEUTRAL] OK, perfect. I'm gonna put you on another brief hold and then once I get it pulled up I'm gonna send you over to our claims team and they're gonna be able to verify benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure. Thank you. You are on hold.
[AGENT][NEUTRAL] OK, I've got that pulled up. Can you verify the insured's name?
[CUSTOMER][NEUTRAL] Mhm. Sure. Insured's name is [PII].
[AGENT][NEUTRAL] OK. And the date of birth, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK perfect let me get you transferred over to claims hold on.
[CUSTOMER][POSITIVE] Yes, thank you so much. You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][POSITIVE] Pretty good. I've got a provider online and she is uh needing to verify benefits for an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 2136485.
[AGENT][NEUTRAL] And the policyholder is [PII], but it is for her son [PII], uh, and, uh, [PII] was able to verify his name and date of birth. Can you talk?
[CUSTOMER][POSITIVE] OK, thank you. Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.