AccountId: 011433970860
ContactId: 5dd36a4e-e966-4186-8621-270000b6d50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141179 ms
Total Talk Time (AGENT): 39736 ms
Total Talk Time (CUSTOMER): 47561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5dd36a4e-e966-4186-8621-270000b6d50f_20250313T20:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line um and he's calling regarding a claim. It looks like we're just missing some information um he is.
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, that is 431-263.
[AGENT][NEUTRAL] OK, and it's part one, part two?
[CUSTOMER][NEUTRAL] It is part one and I do have that claim number.
[AGENT][NEUTRAL] OK, I'm ready for the claim number.
[CUSTOMER][NEUTRAL] That is 356-506-1.
[CUSTOMER][NEGATIVE] I told him that information it's showing that we're missing that he is adamant that he did send that to us that he is really wanting to review what was submitted.
[AGENT][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 221221.
[AGENT][NEUTRAL] So it looks like we just paid something. Give me one second to pull that information up for that date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 383 7.
[AGENT][NEUTRAL] Yeah, looks like we've already paid it, but you can send them on over if you need to.
[CUSTOMER][NEUTRAL] No, that's OK um which claim are you showing?
[AGENT][NEUTRAL] Uh, 3837, the one ending in 3837, we mailed him a payment, uh, for $7,628.10.
[CUSTOMER][POSITIVE] OK, so he must not have received that yet, um, OK, I appreciate you looking at that for me. Thank you.
[AGENT][NEUTRAL] Yeah, looks like it was processed on the [PII], which was yesterday.
[CUSTOMER][POSITIVE] Got you alright I sure appreciate your help thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem bye bye.
[CUSTOMER][NEUTRAL] Alright, bye.