AccountId: 011433970860
ContactId: 479c4f95-b21f-4878-8a48-9986d66678b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193800 ms
Total Talk Time (AGENT): 49302 ms
Total Talk Time (CUSTOMER): 60256 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/479c4f95-b21f-4878-8a48-9986d66678b4_20250407T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm following up to see if y'all got a claim and it would be, let me see what, what do you, what do you want me to give you the policy number?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 02511991
[AGENT][NEUTRAL] Let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, yeah, this is [PII] and I'm at [PII], the agent's office.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the member?
[CUSTOMER][NEUTRAL] And we're looking at.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Waiting on 2 claims to come in.
[AGENT][NEUTRAL] OK, one month.
[AGENT][NEUTRAL] Do you have the date of service?
[CUSTOMER][NEUTRAL] Yeah, one is, uh, they're both on the same day [PII].
[CUSTOMER][NEUTRAL] One is for 500, 1 is for 620.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When the claims were sent to us, do you know?
[CUSTOMER][NEGATIVE] The the facility keeps telling me that they're gonna send them. I don't think they're doing it. That's why I'm checking to see if it has been done.
[AGENT][NEUTRAL] Got you. OK, um.
[CUSTOMER][NEGATIVE] The last time they told me the last time they told me they were gonna do it was [PII] and I don't think they're doing it.
[AGENT][NEUTRAL] Mm, OK. I, and I'm sorry, I just need to verify your email address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, there's no claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty let me get with them again thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] We're good thanks.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah.