AccountId: 011433970860
ContactId: 47359787-eeb4-4c66-a947-c4823046cb68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334429 ms
Total Talk Time (AGENT): 161770 ms
Total Talk Time (CUSTOMER): 142252 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/47359787-eeb4-4c66-a947-c4823046cb68_20250403T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling AP.
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I filed a claim that has not yet been paid. Um, I've gone, I've called before, I checked online. It was there like pending and then it disappeared, so I called, um, I don't know, maybe around.
[CUSTOMER][NEGATIVE] And what day it was that I called around the [PII] or [PII] and they said oh they must have forgot. Let me read you, you know, I'll tell them to look at it again and so they said they were gonna look at it again. I showed it as pending and now I looked at it and now it's gone again so it's not showing up. I don't know what's going on with it. So what you want first my policy number.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, all right. I can help, Ms. [PII].
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with your claim. First, let me get your callback number just in case the call is disconnected so that I can call you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 025099977.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII]. My phone, uh, what else did you ask me for date of what date of birth? What else do you want?
[AGENT][NEUTRAL] No, your email address and your um phone number on file.
[CUSTOMER][NEUTRAL] Uh, email address, it's OK, OK, it's [PII].
[AGENT][NEUTRAL] OK, and then the number that you gave me um to call you back on that's your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Alright, let me see, um, I do see that we have a claim that was reported on [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Let's see what's going on with it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I actually would have sent it in even earlier than that and then [PII] I resent it in with um.
[CUSTOMER][NEUTRAL] With the information needed to process the claim because they were showing that it was a like uh like a prescription and it's really like a drug that was used for a knee injection. So I sent all that information so understood what it was and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then like I said, I've got a I got a claim number that showed that it was pending and then like I said all of a sudden it disappeared again it's just like it happened last time.
[AGENT][NEUTRAL] OK, so what is, what is the claim number you have? Do you still have that number?
[CUSTOMER][NEUTRAL] 35383579438.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna transfer you now on over to the claims department so that you can speak to an examiner about your claim and um I'll explain to them that it keeps showing up and disappearing on you and that you had talked to somebody in the past about reprocessing it so um.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over. Is there anything else I can help you with in customer and um care team before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Exactly
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I have um Ms. [PII] on the phone. She is calling um from policy number 2509977.
[AGENT][NEUTRAL] She is calling about claim number 3579438. She said that she keeps noticing in the online service center that she can see it and then she can't see it and then she could see it and she can't see it. She called and spoke to somebody in the past that told her that the claim was gonna be reprocessed, um, but that's what she's calling about today is she wants to know where are we in the process of processing your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And looking at the remarks, it's saying it's an educational claim, which doesn't tell me anything to be able to tell her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that's an appeal.
[AGENT][POSITIVE] Oh, OK. All right. OK. All right. Well, well, thank you for telling me that. Now I know. Thank you so much, Ms. [PII]. All right. It's gonna be, uh, I'm a releaser now. Bye-bye.
[CUSTOMER][NEUTRAL] That's an appeal, yeah, but you can send her on over.
[CUSTOMER][POSITIVE] OK, no problem.