AccountId: 011433970860
ContactId: 5e0ee380-0458-4792-a133-b62d9fba70a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294799 ms
Total Talk Time (AGENT): 92790 ms
Total Talk Time (CUSTOMER): 110408 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5e0ee380-0458-4792-a133-b62d9fba70a8_20250114T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just calling to follow up on a, a claim that uh I submitted last month.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is uh [PII]. My number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] It's 682-5.
[CUSTOMER][NEUTRAL] 42457.
[AGENT][NEUTRAL] OK, that's not
[CUSTOMER][NEUTRAL] That was the member number at the at the time of the claim anyway.
[AGENT][NEUTRAL] OK. Well, I can look up the member by the name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] OK, well, yeah, uh, it's [PII]. I'm calling on my on behalf of my wife and she already, uh, gave a customer support, uh, permission to talk to me.
[AGENT][NEUTRAL] OK. And what's her first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And please verify her date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And when did you submit this claim for her?
[CUSTOMER][NEUTRAL] I submitted it last month about about 30 days ago because they said it would take about that and they said to call after the [PII] to see what's going on and I said OK.
[AGENT][NEUTRAL] And could you please verify your mailing address and your email address to make sure we have the correct ones on file?
[CUSTOMER][NEUTRAL] Yeah, you should have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And actually for your wife, I'm not showing any claims on file for her. Um, how did you submit the claim?
[CUSTOMER][NEUTRAL] I sent it to a claim support for at at [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, sir, I'm not familiar with that website, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you can submit the claim um by address by mailing it in or by fax. I can give you those ways to resubmit the information to us.
[CUSTOMER][NEUTRAL] Well, I um I already submitted them via email. They said they received them and they, they were in process. They just said to call back in January to see what the results were.
[AGENT][NEUTRAL] OK. Are you sure it's the correct policy because the policy number that you gave me in the beginning, that wasn't one of our policy numbers. Um, my, my policy numbers, um, normally begins with a 02, and I did find you in the system by looking you up by name and date of birth.
[AGENT][NEUTRAL] But, and like I said, I'm not showing any claims on file in the website that you gave me that you submitted the claim up under that's not our website.
[CUSTOMER][NEGATIVE] Huh, well, they gave me this phone number to call to find out I guess they must have done the the gave the wrong number.
[AGENT][NEUTRAL] Just the Mac clients.
[AGENT][NEUTRAL] Yeah, I apologize, sir. Do you have a different um policy?
[CUSTOMER][NEUTRAL] OK, no, no, it's, it's not your fault. I mean, yeah, well, I mean there's my policy that um that my wife is now under but the time the claim was made, um, she was under this, this, uh.
[CUSTOMER][NEUTRAL] Um, customer number.
[CUSTOMER][NEUTRAL] Or whatever you wanna call it, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me call the the other number back again and say they have uh they have no idea what uh I was talking about so.
[AGENT][POSITIVE] OK, I apologize, sir. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Oh well, not right now. I mean, no, because there's nothing uh you, you don't have anything to to refer to so there's really not a whole lot I can do at this point. Um, let me, uh, call the claim support number again and see what's going on.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too ma'am thanks for the help bye bye.
[AGENT][POSITIVE] Mhm. Thank you.