AccountId: 011433970860
ContactId: 548db0cf-6ce4-4869-983a-24d55f6572a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307079 ms
Total Talk Time (AGENT): 72430 ms
Total Talk Time (CUSTOMER): 161734 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/548db0cf-6ce4-4869-983a-24d55f6572a4_20250514T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I had 2 I filed 2 claims and I just went in and looked at my uh claim status on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it tells me uh.
[CUSTOMER][NEGATIVE] The first one was paid. That's why I went in y'all paid it yesterday and then I looked at the other one and it says process in process or processed and then it says completed but it says 0.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So I was just trying to figure out whether I owed you something or something like that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I had it online but I seem to have lost it. Let me sign back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Oh here it is.
[CUSTOMER][NEUTRAL] Uh, it was a hospital. It was a critical care.
[CUSTOMER][NEUTRAL] So the policy number was 2182087.
[CUSTOMER][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] Claim number you want the claim number I guess?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Hold on a second, let me see if I'm buying it.
[CUSTOMER][NEGATIVE] Yeah, come on.
[CUSTOMER][NEGATIVE] Stop on me.
[CUSTOMER][NEUTRAL] I got a confirmation number, is that it?
[AGENT][NEUTRAL] No, sir, it should say specific claim number. Was the claim for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It was with my wife.
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you want?
[AGENT][NEUTRAL] Uh, your, um,
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Now it says in progress.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Maybe that's you.
[AGENT][NEUTRAL] Yes, sir, it looks like it's being processed today.
[CUSTOMER][NEUTRAL] Couple of
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So status should be available tomorrow. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Well, I just didn't know. I just wanted to make.
[CUSTOMER][NEUTRAL] I, I just was, uh, because it said when I looked at it, oh, here's the that's the policy number they received.
[CUSTOMER][NEUTRAL] Claim number 360-1209.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it tells me 0.
[CUSTOMER][NEUTRAL] And then if I go further, it says completed.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] Well, I didn't uh complete it yet because like I said, it looks like they're still processing the claim, but it's processed today so I'm assuming that's the reason why it shows complete for the today's date.
[AGENT][NEUTRAL] But the thing that is available tomorrow.
[CUSTOMER][NEUTRAL] OK, well, well they said something about needing a uh.
[CUSTOMER][NEUTRAL] They had, I had asked before, but, uh, my, my, uh.
[CUSTOMER][NEUTRAL] Uh, agent had said that, uh.
[CUSTOMER][NEUTRAL] I possibly would need a statement from the attending physician, so I was just making sure I didn't need to get that. I sent everything in.
[CUSTOMER][NEGATIVE] You know, it was a heart attack. She had a heart attack. She was in the ambulance. They ended up having to shock her after performing CPR, and then we put
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A stent, a stent in her right artery, so it was pretty self-explanatory, I guess.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So and I hadn't heard anything, so.
[AGENT][NEUTRAL] Yes, sir. Um,
[CUSTOMER][NEUTRAL] So it ain't right, OK, well, I'll just stand by. I guess y'all will get in touch with me if you need something.
[AGENT][NEUTRAL] Well, they would just process it and um.
[AGENT][NEUTRAL] State the status of the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, and is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I was just, I, I had looked to see what the other one was, you know, and when I saw that I, I said well what's going on with that one? I just wanted to see.
[AGENT][POSITIVE] I understand. All right. Well, I thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome, bye.