AccountId: 011433970860
ContactId: 5ba01ee3-5eed-45f3-be24-adc433be824f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222449 ms
Total Talk Time (AGENT): 41687 ms
Total Talk Time (CUSTOMER): 85271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5ba01ee3-5eed-45f3-be24-adc433be824f_20250429T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I work with Southeast Insurance Group in [PII], and I have a claims question for one of my clients.
[AGENT][NEUTRAL] OK, alright, and are you're with the group or the broker?
[CUSTOMER][NEUTRAL] The broker.
[AGENT][NEUTRAL] Um, do you have the client's, um, policy number?
[AGENT][NEUTRAL] Or is this for a group?
[CUSTOMER][NEUTRAL] I don't I have her social.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is for group mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the uh member's name?
[CUSTOMER][NEUTRAL] First name is [PII], [PII] Last name is [PII]
[AGENT][NEUTRAL] OK. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, getting that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then can I have your email address?
[CUSTOMER][NEUTRAL] Yes, it's my first name [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect and then do you have a good callback number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it's, um, I'm calling on my cell phone, so that'll be fine. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, and what are we checking on today?
[CUSTOMER][NEUTRAL] So I filed a claim for Mrs. [PII] for her against her meddling policy. She had a surgery earlier this year in January. And so I uploaded those documents um through the OSC and so I was just checking to see what the status of that is.
[AGENT][NEUTRAL] Uh, it looks like.
[AGENT][NEUTRAL] Looks like we made a payment to the patient or the member on [PII].
[AGENT][NEUTRAL] And that was a check and that was for 3000.
[CUSTOMER][NEUTRAL] 3 grand even.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][MIXED] OK very good well then that worked how it was supposed to work didn't it?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK very good well I will um just reach out to Mrs. [PII] and make sure that she received that check and if she didn't we'll give you a call back and we'll try to get that to her somehow.
[AGENT][POSITIVE] OK, perfect. Anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, not at this time. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.