AccountId: 011433970860
ContactId: 5bbcc1ea-ec23-41f1-a51d-9f69eea4ce15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209750 ms
Total Talk Time (AGENT): 102124 ms
Total Talk Time (CUSTOMER): 54429 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5bbcc1ea-ec23-41f1-a51d-9f69eea4ce15_20250428T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling to check on the status of a claim.
[AGENT][NEUTRAL] All right. Are you with a provider's office?
[AGENT][NEUTRAL] Or a broker, Broker's office, OK. And which broker's office are you best?
[CUSTOMER][NEUTRAL] I'm with the broker's office.
[CUSTOMER][NEUTRAL] [PII] Benefit Services.
[AGENT][NEUTRAL] Alright, and do you have the policy number or the person that you're calling in regards to or the group number?
[CUSTOMER][NEUTRAL] Uh, I have the group number. It's gonna be 26876.
[CUSTOMER][NEUTRAL] And for the person I have the claim number.
[AGENT][NEUTRAL] OK, give me one second, let me pull this quick.
[AGENT][NEUTRAL] And for aquaculture systems technologies.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And what's the name of the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] I here.
[AGENT][NEUTRAL] Is this on a disability or accident claim?
[CUSTOMER][NEUTRAL] Disability.
[AGENT][NEUTRAL] Disability. OK, I've got his policy number. Let me get you someone with the claims department and they can help you check the status of the claim. Give me just one second.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Resources. I have a [PII] with Russell [PII]'s office on the phone, wanting to verify status of a disability claim on this participant. Do you have, you're ready for the policy number?
[CUSTOMER][NEUTRAL] OK, um, bear with me, go ahead.
[AGENT][NEUTRAL] It's 258-2977 on [PII]. I didn't fully ID his information and she's got the claim number and I forgot to ask her what the claim number was because I was trying to look at his policy number, um, and her callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 332-2098
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And you said that Ms. [PII] is, is the, is the contact person for the group, or who is she?
[AGENT][NEUTRAL] She's with, she's with Russell Blanchard's office.
[CUSTOMER][NEUTRAL] The agent, the broker.
[AGENT][NEUTRAL] Yeah, the broker's office, sorry, [PII]'s broker.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK. OK, and you say you fully verify the member, correct?
[AGENT][NEUTRAL] I did not get his date of birth or any of that stuff, so I did not get all that information. I verified her, yeah, OK, sorry, you ready?
[CUSTOMER][NEUTRAL] Oh, you did not. OK, OK.
[CUSTOMER][POSITIVE] Got it. OK, I got it. It's, it's OK. I'm ready. Thank you.
[AGENT][NEUTRAL] OK, OK, let me pull her in just one second. Hey, [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], can you hear her? Hi, I've got Soul on the phone and she's gonna help you with the status of that claim, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. You have a great day. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.