AccountId: 011433970860
ContactId: 4badb83e-0647-4019-904f-edc9e42c47e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82160 ms
Total Talk Time (AGENT): 6490 ms
Total Talk Time (CUSTOMER): 67528 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4badb83e-0647-4019-904f-edc9e42c47e0_20250618T19:48_UTC.wav
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[AGENT][NEUTRAL] APC.
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII], and I am on y'all's website. I have had some claims, uh, filed, and it's not showing up on the website. So, uh, um, so I'm just calling to just check to see if they've been filed and, um, uh, and what is it paid.
[AGENT][NEUTRAL] Get you to our claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] I'm gonna get you to claims.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions about group premium billing, press 3.
[CUSTOMER][NEUTRAL] For customer service or new business, ID cards, address changes or policy changes, press 4. If you're a broker calling for the broker resources team, press 7. To hear these options again, press pound.
[CUSTOMER][NEUTRAL] Your call may be monitored for your call may be monitored for quality assurance.