AccountId: 011433970860
ContactId: 5084abae-562b-4cd3-acdb-c94c0eeab8fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745460 ms
Total Talk Time (AGENT): 91859 ms
Total Talk Time (CUSTOMER): 176724 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/5084abae-562b-4cd3-acdb-c94c0eeab8fb_20250430T14:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, sir, my name is uh [PII], and I was needing to talk to the person that's in charge of, I guess would be a manager. I called yesterday and the lady told me the the information for the lady to call me back, but I never heard from no one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They said she wasn't there yesterday.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] It's 968-817.
[CUSTOMER][NEUTRAL] I had filed a claim and for some reason, the lady named is over there.
[CUSTOMER][NEUTRAL] Supervisors over the claim department. I was trying to explain to her what was going on about why they denied the claim, uh, you know, this, this second time that this lady, same lady, a Miss [PII].
[CUSTOMER][NEUTRAL] Denied this claim and the claim persisted, and asked the question said was this injury, was this business due to an injury? They said yes.
[CUSTOMER][NEGATIVE] And she gonna tell about bother her, OK, like I explained to them yesterday, my legs swollen, my, my ankle and leg is swollen. I think y'all can.
[CUSTOMER][NEUTRAL] Of this incident, and I explain to you the the the deposit state that by OK that was so y'all would have never paid none to claims off.
[CUSTOMER][NEUTRAL] None of them. If that was so.
[CUSTOMER][NEUTRAL] Because I just back in, I fell and bumped my head, OK.
[CUSTOMER][NEGATIVE] I didn't fracture my brain. I didn't fractured my skull. So what it got to be bothered.
[CUSTOMER][NEUTRAL] OK, if I feel on my knee, I'm gonna ask you a question. If you fall on your knee, what you call it?
[CUSTOMER][NEUTRAL] Would it be an accident?
[CUSTOMER][NEUTRAL] If I, if you walk out that door right now, I, I don't wanna talk on the phone you, but if you walk out that door right now and slip and fail, what would you call it?
[AGENT][NEUTRAL] Yeah I'm
[CUSTOMER][NEUTRAL] If you didn't walk out that door, that's an accident.
[AGENT][NEUTRAL] Yeah, I'm trying to
[CUSTOMER][NEUTRAL] So when you was there I told.
[CUSTOMER][NEGATIVE] You know what I'm saying. What she said don't make no sense. That's why I said I be talking to somebody a little higher because what she talking about, it don't, it don't have y'all wouldn't have paid nothing to play, man. If that was something, she talking about balling you like, OK, if you fall, you gotta break something.
[CUSTOMER][NEGATIVE] They don't even sound right.
[AGENT][NEUTRAL] OK, let me see if I can get the supervisor.
[CUSTOMER][NEUTRAL] Because I'm doing the.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Let me see if I can get the manager.
[CUSTOMER][NEUTRAL] Yeah, I need to talk to somebody there. I need to talk to somebody how them supervisor.
[AGENT][NEUTRAL] Right, the manager
[CUSTOMER][NEGATIVE] Yeah, I need to talk to the manager because right now, uh, me and Miss [PII] ain't saying, you know, something ain't right here because if they were so man y'all wouldn't have paid none of the claims off if I had to be um uh some had to be broke or some they don't even give them a body injury anytime you fall or something that is a bodily injury.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] That's what a ball is. You ain't got be a broke something for it to be a bullying.
[AGENT][NEUTRAL] Yeah, let me, let me see if I can get the manager. Can you hold on one moment?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, nobody is, nobody's looking. That's exciting. Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm still trying to find somebody. I just didn't want you to think that I forgot about you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm gonna see if she's available. I show she is but she may be on a call, so hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning and thank you for calling API. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I'm not sure if you're familiar with this situation. It's with a policy holder that spoke with [PII] yesterday, and he was wanting to speak with her manager.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry, hold on a second.
[AGENT][POSITIVE] Gracious.
[AGENT][NEUTRAL] OK, it's 968-817.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, it's that it's the last claim that we denied. Um, I believe he had a fall, but it didn't result in an actual like a break or anything, so he's very, very upset. [PII] put some very detailed notes on the, um, notes, um, when she spoke with him, and then one of our reps spoke with him too, but he's just very upset and said someone was supposed to call him back and he wants to talk to somebody right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it OK for me, I'm gonna, can I release them to you?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release him.
[AGENT][NEUTRAL] OK, Mr. [PII], I have [PII] on the line. She's [PII]'s manager and she's gonna be able to speak with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.