AccountId: 011433970860
ContactId: 4fcfaaf9-bb6c-4920-9d25-7924c869a1e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454489 ms
Total Talk Time (AGENT): 156878 ms
Total Talk Time (CUSTOMER): 59454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/4fcfaaf9-bb6c-4920-9d25-7924c869a1e8_20250320T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I had a question about um some claims I had submitted.
[AGENT][NEUTRAL] OK, yes ma'am, what's your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 1836605.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK Miss [PII], um, let me verify some information real quick with you please. um, can you verify your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then your address and your email address?
[CUSTOMER][NEUTRAL] Um, my address is [PII], and email address is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Let's see, and it looks like the number you're calling from is the number we have in the system and that's still a good number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, great. So I've got your policy pulled up and verified um now I'm in the group billing department and I understand you were calling about claims on your policy that you submitted with that, is that right?
[AGENT][NEUTRAL] You have some questions about those? OK, no problem, um, so let me see I've got you verified now let me get somebody from our claims department on the line so that they can go over your claims with you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and I'll go ahead and let them know also that um I verified your information so they won't have to, um, they won't have to do that again um.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] No problem is there anything else that I can help you with before I get you over to claims?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, well, hang on the line for me just one moment and I'll have someone here to help you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Where is the hockey?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Where is that?
[AGENT][NEUTRAL] I don't see it.
[AGENT][NEUTRAL] Nobody in that.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEGATIVE] I wonder isn't gonna route me to care team.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's just
[AGENT][NEUTRAL] Where is that?
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] I don't know what to do.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] You know if I can tell her. I don't know.
[AGENT][NEUTRAL] Should I like call another cue? I don't know.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, I apologize about that hold. I'm still trying to get someone from claims on the line. Um, I just wanted to let you know, um, that I'm still, still working on it, um, it might be another minute or two.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a minute please.
[CUSTOMER][POSITIVE] Thank you for calling ATS.
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you doing?
[AGENT][NEUTRAL] Hey.
[AGENT][POSITIVE] Good I'm doing good thank you um so I have an insured on the line who's calling about some claims she submitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have her policy number.
[CUSTOMER][NEUTRAL] OK, um, if
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can is that something that you guys can help her with?
[CUSTOMER][NEUTRAL] Yeah, go ahead and give that to me.
[CUSTOMER][POSITIVE] Yes, I can help her, absolutely, yes ma'am.
[AGENT][NEUTRAL] OK, OK, OK, um, it's 183.
[AGENT][NEUTRAL] 6605.
[CUSTOMER][NEUTRAL] OK, and you did
[AGENT][NEUTRAL] And her name
[AGENT][NEUTRAL] I did verify, yes, her name is [PII]. I verified her information and her the number she's calling from is what's in the system and that's her callback number. Um, I tried to get through to the claims department, but I, I couldn't get anyone so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I didn't know I just um tried you guys.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Yes, we do that now um the the claims queue comes back through to us, so, so you did right you did good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just wanna make sure yeah she just said that she had submitted some claims and she had some questions.
[CUSTOMER][POSITIVE] OK, yes, I can help her with her clients.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Here she comes.
[CUSTOMER][NEUTRAL] OK, [PII], bye bye.
[AGENT][NEUTRAL] Bye bye.