AccountId: 011433970860
ContactId: 5937982b-6fc0-4406-b67a-bd51994d8b0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390339 ms
Total Talk Time (AGENT): 245245 ms
Total Talk Time (CUSTOMER): 144355 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/5937982b-6fc0-4406-b67a-bd51994d8b0e_20250403T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] Hey, I'm good and you?
[CUSTOMER][POSITIVE] I'm laughing because you hadn't even shown up on the screen yet and you're getting a call.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That, that's me, that's me.
[CUSTOMER][POSITIVE] You must literally just, oh Lord, honey.
[AGENT][NEUTRAL] Just, I just click available. You're like, oh, there's a call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right. I mean, because I was sitting here looking to see who was the next in line to get a call. I just gotta watch it. When you answer it caught me off guard, yeah, I see your name now, but OK, miss.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Whoa. All right, sorry, I'm really hoarse. Lord have [PII], this pollen's gonna kill me. OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2, I have policy number 2574819.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I verify the state of our earth and all the information to you DAT it all matches.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, he is calling about, uh, he received a text about a claim. I know he's with Universal Trucking, but would that still be claims because he said he doesn't see anything on his online portal thingy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's because it was, yeah, it was processed yesterday and I think it's under review. Um, bear with me just a sec. I'm just gonna pull this, um, the EOP.
[CUSTOMER][NEUTRAL] Uh, OSC.
[CUSTOMER][NEGATIVE] It's terrible.
[AGENT][NEUTRAL] So I have at least something ready.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, this is me every morning. It's like, you hit that available, you better be really available like.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You better be really available. I'll just be clicking.
[AGENT][NEGATIVE] Uh yeah. No, no. You need to make sure you don't have that coffee. You haven't drink a little bit of coffee. You don't have nothing in your mouth.
[CUSTOMER][POSITIVE] Get you, get you at least 1 or 2 sips then, girl.
[AGENT][NEUTRAL] Yeah, because mm mm.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Uh, yeah, this is, yeah, this is good morning. Good morning.
[CUSTOMER][NEUTRAL] Mm mm, not gonna happen later.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my gosh. Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Oh, this is a work calm. I don't you have that's not gonna.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Oh no. Oh, OK, OK, I'm ready for it.
[CUSTOMER][NEUTRAL] It's gonna be your first one's a doozy, right?
[AGENT][NEUTRAL] was.
[AGENT][NEGATIVE] how to read this. I know he's not gonna like it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Are you ready? No, but yes.
[AGENT][NEUTRAL] Uh, yeah, yeah, and did you, um, you have verified the callback number, is it the same one in the system, or?
[CUSTOMER][NEUTRAL] Deep breath. OK.
[CUSTOMER][POSITIVE] Ready.
[CUSTOMER][NEUTRAL] Yes, it's the same as in this I'm sorry, so yes, [PII]. OK, same as in the system there. All right, thank you.
[AGENT][NEUTRAL] Yeah, it's OK. Yeah, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] [PII]. OK, perfect. OK. OK dokey thank you. You have a good day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You too, bye dear.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good morning. This is [PII] uh with the care department care team. Am I speaking to Mr. [PII]?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, you are.
[AGENT][NEUTRAL] OK. All right. So, um, Ms. [PII] gave me all your information. I do have your policy pulled up, um, and she did verify the information with you. I just need to confirm that your callback number is [PII] just in case we get disconnected.
[CUSTOMER][POSITIVE] That is correct, ma'am.
[AGENT][NEUTRAL] Is that correct? OK, perfect. Thank you. OK, and she says that you're calling about your claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I received a text message saying that my claim was processed, but I don't I don't know what that means um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm, I'm on the internet and it doesn't say anything. It just brings me to my my policy packet.
[AGENT][NEUTRAL] OK. So it looks like it, it was reviewed um on yesterday.
[AGENT][POSITIVE] And probably that's why it's not updated just yet, but it was a review on yesterday. It was um positive.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like based on what I'm looking at it was denied and the reason that it was denied is because it looks like it's a workers' comp.
[AGENT][NEUTRAL] Type of um accident. Is that correct?
[CUSTOMER][NEGATIVE] Workers' comp hasn't approved this.
[AGENT][NEUTRAL] So it has not been approved by workers' comp just yet.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, it looks like based on the information we received is a workers' comp case, um, and that is the reason that it was denied.
[CUSTOMER][NEUTRAL] OK, this isn't a workers' comp case.
[AGENT][NEUTRAL] OK, so if you can submit a denial letter indicating that they denied the case, uh, in workers' comp, then we can go ahead and reprocess the claim, but right now based on the information, it looks like that is where it's headed. Looks like it's gonna be a workers' comp.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so I'll pay you, I'll pay you guys all this money.
[AGENT][NEUTRAL] Mhm. So.
[CUSTOMER][NEGATIVE] All this money and y'all can't even help me out, man. This is ridiculous.
[AGENT][NEUTRAL] Well, if you can show us that it's not because workers' comp will pay you, um, so if they are not gonna pay you if they send you a letter.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] I, I haven't been paid.
[AGENT][NEUTRAL] OK, so you can check with them if they say we're not gonna pay you, uh, you've been denied with us, then you send that letter to us and we'll go ahead and reprocess your claim.
[AGENT][NEUTRAL] But right now it's like waiting for that because we don't, we don't know exactly what's going on with your workers' comp, but it looks like it it is a workers' comp case, OK? So we just need something saying that they're not gonna pay if they're not gonna pay. So yeah, just call back, um, call them, verify with them, check and see what they're gonna do. If they say no, you can let them know, well, I'm gonna need a letter of denial and then you can send that letter of denial to us, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.