AccountId: 011433970860
ContactId: 53b36daf-60b9-412c-99ba-05e19dc52f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691059 ms
Total Talk Time (AGENT): 201390 ms
Total Talk Time (CUSTOMER): 248584 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/53b36daf-60b9-412c-99ba-05e19dc52f9a_20250311T20:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I work with Southeast Insurance Group in [PII], and I am calling in regarding a claim for one of my clients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim, um.
[AGENT][NEUTRAL] Can you please give me your number? You now you said that you're.
[AGENT][NEUTRAL] You're with Southeast Insurance Group.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Are you and you're a group with APL is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, so I'm the broker, so I work with Southeast Insurance Group. We're the broker for one of my clients that's Anderson County [PII]. That's my client.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh OK, thank you that sounds familiar. OK, can you please give me the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is 15141.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[AGENT][NEUTRAL] And you said the group number is 1514?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, uh I'm sorry, 251-4125141.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try that number.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] That's OK. That's all right.
[AGENT][NEUTRAL] Alright, I think I've got it pulled up now and what is the um.
[AGENT][NEUTRAL] Physical address for the group?
[CUSTOMER][POSITIVE] Yes, it is. Oh goodness.
[CUSTOMER][NEUTRAL] Let me look it up.
[CUSTOMER][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct and.
[AGENT][NEUTRAL] Yes ma'am and then um can you give me the the name of the broker for the group?
[CUSTOMER][NEUTRAL] Uh, yes, it should be under [PII] or maybe [PII].
[AGENT][POSITIVE] Yes, I've got that. Thank you. I appreciate you verifying the policy for me who is the insured that we're checking the claim on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, her first name is [PII] and her last name is [PII] and I do have the policy number if that would be helpful.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. 234.
[CUSTOMER][NEUTRAL] 3037
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got her pulled up and what is um do you have a claim number or are we going from data to service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, she's got a bunch of claims numbers in there. The date of service would have been, uh, [PII] or [PII]. Um, we've been working for about a year to get this, uh.
[CUSTOMER][NEUTRAL] Claim submitted and one of your coworkers [PII] has been helping get the information that we need to get this claim paid.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] has been diligently uh working on this claim for money trying to get this claim paid for but um Miss [PII] said that she has received a couple of text messages that new information has been submitted and you know, the claim is processing. She said, I've gotten a couple of texts, but I haven't gotten any payments yet so she said, can you check and see, you know what they've received and kind of what the status is.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you know the charge amount of the claim for the data service of [PII]?
[CUSTOMER][NEUTRAL] I don't, um, it's, um,
[CUSTOMER][NEUTRAL] One of them was an emergency room visit. Yeah, one of them was an emergency room visit. Um, let me see if I can look up that claims information. She submitted a few things. Her daughter got into a little traffic accident.
[AGENT][NEUTRAL] Or the facility name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um had to go to the emergency room.
[AGENT][NEUTRAL] So it's gonna be.
[AGENT][NEUTRAL] It's gonna be a claim for her daughter then?
[CUSTOMER][NEUTRAL] Yes, it's for [PII] [PII].
[AGENT][NEUTRAL] [PII], OK, let me look on that for [PII].
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] OK, and let me see if I can.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm showing that there's several claims for that date of service for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So [PII] had submitted various documents and I think every time she had submitted something there was a different claim number associated with it so I think that's made it a little bit difficult to really pin down, you know.
[CUSTOMER][NEUTRAL] Which claim we're looking at here.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right, is she looking for the, there's one that's for a pretty large amount, is that the one that she's wanting to get um.
[AGENT][NEUTRAL] Information on.
[CUSTOMER][NEUTRAL] Probably because what had happened and I did a quick search of [PII]'s name.
[CUSTOMER][NEUTRAL] What I've been corresponding a little bit.
[CUSTOMER][NEUTRAL] She's had an MRI. She's had an emergency room visit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it's proba probably, um, you know, pretty good bit here. She went to regional healthcare, I think. Regional healthcare might be in [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Real
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][NEUTRAL] Self-regionals in [PII], so she's had a
[CUSTOMER][NEUTRAL] The accident was at the end of uh [PII], but then she had a.
[CUSTOMER][NEUTRAL] Ultrasound or like an uh something on the [PII], maybe an MRI or some type of imaging service.
[CUSTOMER][NEUTRAL] So the ultrasound of breast.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Would you like for me to see if [PII] is available since she's familiar with what's going on with this claim?
[CUSTOMER][POSITIVE] Yes, yeah, that would be fantastic.
[AGENT][NEUTRAL] Um, to be able to go over.
[AGENT][NEUTRAL] OK, alright, let me just I am a real quick and see.
[AGENT][NEUTRAL] If she is where she can take the call.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][POSITIVE] OK. We'll try to get you some help for sure.
[CUSTOMER][POSITIVE] OK. Thanks, [PII].
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] OK, let's see. I'll be just a second. I just sent it to her, hopefully I'll get an eyeball here in a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I got an eyeball, she's reading it.
[AGENT][POSITIVE] Oh, she said yes she can take the call so what I'm going to do is I am.
[AGENT][NEUTRAL] Going to transfer you on over to [PII] so that she can help you further, OK?
[CUSTOMER][POSITIVE] Perfect, thank you for your help. I appreciate you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh, it's no problem at all. I wanna make sure you get good at and if she's been working on it, then she knows exactly how to help you. OK, well you have a wonderful day and thanks for calling APL. I'm gonna transfer you now. Bye bye.
[CUSTOMER][POSITIVE] Yeah, it's good.
[CUSTOMER][NEUTRAL] Mhm. That's fine.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey [PII]
[AGENT][NEUTRAL] I've got, hey, I've got um Ms. [PII] on the other line and she's with the Southeast Insurance Group for the claims for Part 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.