AccountId: 011433970860
ContactId: 5eb936ca-4543-45dd-a58e-21405ad2f12f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275040 ms
Total Talk Time (AGENT): 69379 ms
Total Talk Time (CUSTOMER): 152941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5eb936ca-4543-45dd-a58e-21405ad2f12f_20250108T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I filed a claim of on my mam mammogram.
[CUSTOMER][NEGATIVE] It was [PII] and I have not, I called a couple of times, and they said they had not received the claim, claim, because the first time I sent the claim, uh, it was, uh, I was told that [PII], that's where I live, did not do claims, but I, I hadn't gotten any notification at all of this. So I talked to someone named [PII], and she said you were in [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then so I refiled the claim again the same evening we talked, but I haven't received anything yet, and I've talked to one representative. I'm trying to find out if somebody can see if they received the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh if the claim has been uh acknowledged yet or however you want to say it, if they have not gotten it because uh it, it's, it's time now.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. I can check and see if we got it or if, if we have processed. May I have the policy number?
[CUSTOMER][NEUTRAL] Look, I, I have to give it to you if you can't. Can you pull it up any other way?
[AGENT][NEUTRAL] Um, with either your social or your personal information.
[CUSTOMER][NEUTRAL] OK, wait, wait, let me see I can see the claim right quick thing.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I had to send the client twice, uh, and get the information twice. So I'm getting a little bit we now because like it's just taking too, too, too long.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] The, uh, holiday, you know, prevented some except I started this uh [PII]'s [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And I'm not, I'm not, hold, hold on this stuff.
[AGENT][POSITIVE] Sure, yes. Mhm. Take your time.
[CUSTOMER][NEUTRAL] On the mammogram, I'm trying to pose it.
[CUSTOMER][NEUTRAL] OK, the claim number is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 792803 the policy number.
[CUSTOMER][NEUTRAL] 792803
[AGENT][NEUTRAL] OK. May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. And I need the mailing address, email address, and a callback number for verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, mail address is [PII], birthday [PII].
[AGENT][NEUTRAL] Oh, I need the callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, here. All right, thank you.
[CUSTOMER][NEUTRAL] It's a lot I don't know why it's so static in here, but uh if the weather bad there cause the phone is really staticky.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, it's just called, um, so you could um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get that much the line, so it's fine. Um, yeah, we received a claim on the [PII] and they're working on it today.
[CUSTOMER][NEUTRAL] OK, so it's gonna be at least 3 or 4, maybe 7 days before.
[AGENT][NEUTRAL] I will say about 24 hours we should have a um it looks like a check going out.
[CUSTOMER][NEUTRAL] I received it then.
[CUSTOMER][POSITIVE] OK, well, that's better. OK, I appreciate it.
[AGENT][NEUTRAL] Because they're working on it today. Mhm. Yeah.
[CUSTOMER][POSITIVE] OK then thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, you've done very well, thank you so much and you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.