AccountId: 011433970860
ContactId: 3d83826d-5059-4485-81de-76401d224422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137639 ms
Total Talk Time (AGENT): 55390 ms
Total Talk Time (CUSTOMER): 42394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/3d83826d-5059-4485-81de-76401d224422_20250423T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It's been a month of Sundays since I've talked to you.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Hi, how can I, how can I help today?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] I'm just checking the status of my claim.
[CUSTOMER][NEGATIVE] If it's been approved, denied.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's
[CUSTOMER][NEUTRAL] The policy number is 3589321.
[AGENT][POSITIVE] Alright thank you so much, give me one moment please.
[AGENT][NEUTRAL] And the policy number was 3589321.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I'm sorry, that's the claim number. I'm sorry, let me give you my social.
[AGENT][NEUTRAL] Oh, I can pull it with the claim. That's all right. Here, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK, so it looks like they denied the claim stating that it was deemed as preexisting.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it says the condition in which you were disabled was found to be a pre-existing condition. Therefore, your request for the benefits have been denied. Please refer to section 4 of pre-existing uh injury or sickness of your policy.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be it. Thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.