AccountId: 011433970860
ContactId: 3c710cd2-e9ad-4a16-8e85-af47f8c95470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1012869 ms
Total Talk Time (AGENT): 240286 ms
Total Talk Time (CUSTOMER): 175168 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3c710cd2-e9ad-4a16-8e85-af47f8c95470_20250324T20:04_UTC.wav
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[CUSTOMER][NEUTRAL] fucking exactly what you saying.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] My birthday is [PII], and I'm trying to get in touch with my, um, I guess claims agent.
[AGENT][NEUTRAL] OK, so you need help with the claim?
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the claim and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know it offhand.
[AGENT][NEUTRAL] OK, I can also search your policy with your social if you like.
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. And um which claim is this for your policy, is it your medical?
[CUSTOMER][NEUTRAL] My short term disability.
[AGENT][NEUTRAL] Short-term disability, OK.
[AGENT][NEUTRAL] All right. And is it alright if I place you on just a brief hold while I pull the policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have the policy here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so, um, what questions did you have in reference to the claims?
[CUSTOMER][NEUTRAL] OK. Supposedly, I need a document sent out that I didn't fill out before to complete the paperwork.
[AGENT][NEUTRAL] OK, um, I see what.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I need to know, I don't know the name of the doctor and everything.
[CUSTOMER][NEUTRAL] To fill out the paperwork.
[CUSTOMER][NEUTRAL] So, I was calling you, maybe you can tell me the guy's name and then I'll write it on the paper and then we can ship it out.
[AGENT][NEUTRAL] OK, wait, so you're trying to fill out your insurance part, but you need the name of your doctor?
[CUSTOMER][NEUTRAL] Right, that's one thing.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I know it starts with an H.
[AGENT][NEUTRAL] Alright, I'm just waiting for the documents to populate so I can um locate the name.
[CUSTOMER][NEUTRAL] I know it's on the hospital part of the form.
[AGENT][NEUTRAL] Alright, hold on one moment, it's coming up now.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hold on one moment, it's coming page by page and it's a few pages.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the physician on this farm is [PII].
[CUSTOMER][NEUTRAL] [PII]? I thought it was H. Start with an H.
[AGENT][NEUTRAL] Not from what the doctor submitted. The referring physician's name is Doctor [PII].
[AGENT][NEUTRAL] Or that's the oldie.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] What is it? I'm sorry, ma'am?
[AGENT][NEUTRAL] Did you have another doctor outside of doctor um
[AGENT][NEUTRAL] [PII], I mean, he's not an MD or is there another doctor that it should be?
[CUSTOMER][NEUTRAL] Yeah, there's supposed to be a, uh, I know it starts with an H, and he's the doctor that's working on my eyes.
[AGENT][NEUTRAL] Oh, OK. Well, that doctor is not on, I don't know then, because they're not on this form.
[AGENT][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there, I know there's a lady, an agent that uh I have been assigned to. Can I speak to her please?
[AGENT][NEUTRAL] That you've been assigned to?
[CUSTOMER][NEUTRAL] Yes, ma'am, from what I understand.
[AGENT][NEUTRAL] Let me check it now.
[CUSTOMER][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] I'm just looking at your notes to see who the representative is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, you don't have an assigned rep, but I see who processed your claim. Uh, did you want to speak with her?
[CUSTOMER][NEUTRAL] Well, can I speak
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, um, do you mind if I place you on just a brief hold while I try to reach out to her?
[CUSTOMER][POSITIVE] Yes ma'am, you can.
[CUSTOMER][NEGATIVE] I've been going through this whole fucking.
[AGENT][NEUTRAL] Alright, hold on one moment. I'm gonna um transfer, well, I'm gonna try to reach out to her, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm OK. Um, I have a member, uh, insured on the other line who, um, needs help with his claim. He thinks that he has like a claims agent. I told him he didn't. I gave him the claim status and what, you know, we were asking for, the claim form is incomplete. And he's like, well, I have a claims agent. Um, we've been talking to him all day. I was trying to get back to him [PII]. I thought it was [PII], but I guess not. Can you look at this for me?
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 236-1828.
[CUSTOMER][NEUTRAL] On uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he asked a question about his disability policy, his claim.
[AGENT][NEUTRAL] Yeah, and the paperwork, um, because he, so he's thinking the doctor starts at the age. I'm like, well, the doctor on here is [PII], and he's like, well, can you, can you tell me who the doctor is? And I'm like, not outside of what was submitted to us. And then he said, well, I have a claims agent, she's supposed to call me back and I see some notes in here, so I thought that was [PII], but she said it wasn't her, so I don't know who to get them to, and Miss [PII] processed the claim, so.
[CUSTOMER][NEUTRAL] Mm, let me see, let me check.
[CUSTOMER][NEUTRAL] Let me take a glance at the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII] maybe? No, no, [PII]'s last name is not [PII].
[CUSTOMER][NEUTRAL] This is probably [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like maybe that's who he spoke to was [PII].
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] OK, let me see if.
[CUSTOMER][NEUTRAL] Yeah, that's, yeah, he spoke with [PII].
[AGENT][NEUTRAL] She's available.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[AGENT][POSITIVE] Alright, so I'm writing her now thank you.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] OK, all right, you're welcome bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hello Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I figured out who you were speaking with. Her name is [PII] and I got in touch with her, so I'm getting ready to transfer you over to her now. Before I transfer you, you're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am. I'm just trying to get this paperwork done so we can get everything done and get everything so I can get a check because I'm, I, I need to get some money in my house because I'm about to go belly up and it's not gonna be a pretty sight.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] OK, so I'm gonna get you over to her. I completely understand that, so we can get this res um resolution for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and thanks for calling APL. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um, he's on the other line. Did you need anything from me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am I know exactly why he's calling.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey Mr. [PII] how are you?