AccountId: 011433970860
ContactId: 51d79ae5-fc09-4147-80cf-4d55f0fac34b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403649 ms
Total Talk Time (AGENT): 155141 ms
Total Talk Time (CUSTOMER): 94387 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/51d79ae5-fc09-4147-80cf-4d55f0fac34b_20250113T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII], and I'm trying to check on a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim.
[AGENT][NEUTRAL] Please give me a call back number ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, you're breaking up on me. What did you ask for?
[AGENT][NEUTRAL] Phone number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 354128 uh that's the claim number I'm sorry, the policy number is 9H0127402.
[AGENT][NEUTRAL] And that was 980174172?
[CUSTOMER][NEUTRAL] 0127402
[AGENT][NEUTRAL] OK let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, Ms. [PII], is the policy for you is it or is it for a patient?
[CUSTOMER][NEUTRAL] It was for my mother-in-law that has passed.
[AGENT][NEUTRAL] OK and you said you had a claim number, can you give me that claim number please?
[CUSTOMER][NEUTRAL] Sure it's 354-1288.
[AGENT][NEUTRAL] Thank you ma'am. And then what was your mother-in-law's name please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] I think was at the exact.
[AGENT][NEUTRAL] And then what's your.
[AGENT][NEUTRAL] Yes ma'am, I'm showing that and then what was Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. OK, it's gonna be just a second while I pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can you also verify the address for Ms. [PII] that we have on file for her?
[CUSTOMER][NEUTRAL] Yes ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate you.
[AGENT][NEUTRAL] Verifying that information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're calling about claim number 3541288. I've got it pulled up. Let me look at it real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking at the claim, um, there's a remark on it saying that we need um.
[AGENT][NEUTRAL] Additional information to complete the claim. So what I'm going to do is I'm gonna go ahead and transfer you now on over to the claims department so they can let you know what that additional information is, OK?
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][POSITIVE] You're very welcome Miss [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in um the care team. I have Ms. [PII] on the phone. She is calling about claim number. Well, first let me give you the policy number that would help. It's 662062.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is calling on client number 354-128.
[CUSTOMER][NEUTRAL] I mean it's 62062.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But [PII]'s on the phone, you said?
[AGENT][NEUTRAL] Yes, [PII] is the daughter-in-law that Ms. [PII] has passed away. [PII] is the daughter-in-law that is filing the claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And we have authorization to talk to her?
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Call to check the status of the minute she's [PII] she da da da da.
[CUSTOMER][NEUTRAL] At the things and so we had to clean it.
[AGENT][NEUTRAL] I know that she's been talked to before looking in the notes.
[CUSTOMER][NEUTRAL] Uh-huh, cause I talked to her too. I don't see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't see that. I don't see her anywhere.
[CUSTOMER][NEUTRAL] But I can tell her some, you know.
[AGENT][NEUTRAL] She's just needing to know what needs to be sent in um looking on the remarks I'm not giving her any information about amounts or anything like that but looking on the remarks she just needs to send additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] And that's what she needs to know is what is the additional information she needs to send in.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, thanks, [PII]. All right, bye-bye.
[CUSTOMER][POSITIVE] Thanks. Mhm.