AccountId: 011433970860
ContactId: 59b409ee-16fd-4eb7-8742-546f6fcbbccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559840 ms
Total Talk Time (AGENT): 243739 ms
Total Talk Time (CUSTOMER): 189506 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/59b409ee-16fd-4eb7-8742-546f6fcbbccd_20250107T20:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. I had um called earlier today and I was told that Mr. [PII] was working on my, uh my mom uh claim she passed away on [PII], and I was just trying to see um had she um been able to complete it and
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What was the amount, uh, and I turned in the death certificate and everything that's been submitted. I was just trying to see how she came up with the amount to pay out.
[AGENT][NEUTRAL] OK. So, what your, uh, what, what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, Ms. [PII], I'm sorry to hear about your mom.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, I've been there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's a good callback number just in case?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have a policy number that I can look at?
[CUSTOMER][NEUTRAL] No, ma'am, I can give you her social.
[AGENT][NEUTRAL] OK, let me get there first.
[CUSTOMER][MIXED] OK, but it's uh 40, you got to get to the screen, OK.
[AGENT][NEUTRAL] OK, just, yeah, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Are you fine?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Oh help you a bit.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][POSITIVE] And I can help you with that so let's see.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm sorry about your mom too, but I know.
[AGENT][NEUTRAL] And what is your mom's name?
[CUSTOMER][NEUTRAL] Just see what
[CUSTOMER][NEUTRAL] [PII] that's work.
[AGENT][NEUTRAL] OK. And you said that you had uh called earlier and
[CUSTOMER][NEUTRAL] Yeah, I did, and they were saying to say, Mr. [PII] was working on it, um, and I was just trying to see had she been able to complete it. Uh, I had sent her some documentation.
[CUSTOMER][NEUTRAL] Uh, at least about a week or two ago now, at least a week ago. I'm just guessing and.
[CUSTOMER][NEUTRAL] At least a week just see had anything been like an amount being given that it was gonna pay towards the cancer and the intensive care so I submitted in the documentation.
[AGENT][NEUTRAL] Got you. OK, so you're actually calling about a claim.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] On here. So let me see if I can tell anything.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And I don't have access to the claim part of it, so I do apologize, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I, I'm still looking to see if there's anything in here that I can see.
[AGENT][NEUTRAL] That is within my my realm.
[CUSTOMER][NEUTRAL] Right, right. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what I will need to do is transfer you over to our claims department.
[AGENT][NEUTRAL] And they would be able to probably I mean help you with that as far as the claims on that um and if you don't get to speak to the I mean, uh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You'd be you'd still be able to, somebody probably should be able to help you with that.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. Thank you. I hope you have a happy, happy [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so
[AGENT][POSITIVE] Well, [PII], I hope you do too, even under the circumstances.
[AGENT][NEUTRAL] I get it
[CUSTOMER][POSITIVE] I, I appreciate that.
[AGENT][POSITIVE] And you have a wonderful day. And if you hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] I will transfer you and again thank you for calling APL and if you hold on I'll get you situated, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. One moment, please.
[CUSTOMER][NEUTRAL] And, yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling ADL. This is [PII]. With whom am I speaking. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in uh group billing. I have an insured on the phone. She is calling about a claim.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. What's the policy number?
[AGENT][NEUTRAL] She said that the the, well, she's got 3, but one of them is 635-883.
[CUSTOMER][NEUTRAL] You can just
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What she's calling about is, I mean, it's the insured's daughter because her mom passed away on December. She said she'd sent the information to [PII] that she'd spoke to someone earlier and said that [PII] was working on it and she just wanted to know if there is any updates or anything but she had sent the information that was requested.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have to find out what policy we're talking about first, so if you don't have that information.
[AGENT][NEUTRAL] Well, she's got intensive care. Well, it's the cancer and intensive care.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh. OK. All right, cause I'm trying to see how, uh, OK, just send her to me cause I'm not seeing on cancer where anybody has been assigned any of these claims, so I don't know where the shake came in at.
[AGENT][NEUTRAL] OK. Well she's got another one. She's got another cancer policy, which is the 635-884.
[AGENT][NEUTRAL] And her intensive care is the 635-885.
[CUSTOMER][NEUTRAL] I see it. Mhm.
[CUSTOMER][NEUTRAL] Let's see, OK, go ahead and send her over. Did you verify her information?
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] I did not. Oh my goodness. I did not. I did not. I do have a good callback number.
[CUSTOMER][NEUTRAL] That's OK. I'll verify. I'll, I'll do it.
[CUSTOMER][NEUTRAL] That's all about it.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEGATIVE] It is [PII] and I just totally lost it.
[CUSTOMER][NEUTRAL] That's OK. And what's her daughter's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, all right, you can go ahead and send her over.
[AGENT][NEUTRAL] All right. Oh, when I did get the social, I mean, the social is the.
[CUSTOMER][NEUTRAL] Well, that verifies, yeah, that's, that's verified and the mother's name, and you got the mother's name, right?
[AGENT][NEUTRAL] [PII] and, and the mother's name? I did.
[CUSTOMER][NEUTRAL] So you verify, you verify. OK. Thank you.
[AGENT][POSITIVE] Uh, maybe not all the way, but I did, so. OK. All right, my dear. Thank you. Uh, you too, [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Oh, that was good. Yeah. OK.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.