AccountId: 011433970860
ContactId: 55273bca-1a4e-4cc9-ade0-83e037d16e5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100669 ms
Total Talk Time (AGENT): 29619 ms
Total Talk Time (CUSTOMER): 58849 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/55273bca-1a4e-4cc9-ade0-83e037d16e5a_20250421T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in Midland Claims. Um, I have a member on the line who's calling to check on the status of his claim. Well, I've, I've, I've assisted him with the status of the claim, but he's upset about how it paid. It's an outpatient claim and it only paid $75 and he's upset about that. So, and he continues to ask me a lot of questions and
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Now he's saying that he may want to cancel his um service because he didn't know that outpatient services only paid $75 and it's also a universal trucking claim.
[AGENT][NEUTRAL] Ah,
[AGENT][NEUTRAL] OK, um, so if that, if he's wanting to cancel, that would be through Universal Trucking, I believe.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and do you have the number? Because normally um when we verify benefits for universal trucking, the [PII] number will pop up and um I had, that's why I hadn't wrote it down. Do you have the number where I can give it to them?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Oh, for the, yes, give me just a moment.
[AGENT][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mmm that is um so it's 877.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK. [PII]. OK. All right. That's what I need, [PII]. Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right thanks bye.
[CUSTOMER][NEUTRAL] Bye.