AccountId: 011433970860
ContactId: 5fe9e46d-50f9-4b2a-9481-bb850f4837b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242779 ms
Total Talk Time (AGENT): 69193 ms
Total Talk Time (CUSTOMER): 117019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5fe9e46d-50f9-4b2a-9481-bb850f4837b9_20250115T13:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Match My Concrete, and um, I'm calling, I'm an employer and I'm calling to check if you received uh a claim for one of my team members.
[AGENT][NEUTRAL] OK, and I'm sorry, I missed your name. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And you're and you're calling from a provider's office?
[CUSTOMER][NEUTRAL] From the, no employer.
[AGENT][NEUTRAL] OK. And do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I can get that to you. One second. What did I still go the screen. The policy is.
[CUSTOMER][NEUTRAL] Hospital. 224.
[CUSTOMER][NEUTRAL] 4454.
[AGENT][NEUTRAL] OK, what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yeah, that sounds a little weird.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the employee's uh name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any
[CUSTOMER][NEUTRAL] It is, I'm sorry?
[AGENT][NEUTRAL] Yeah, I was just gonna repeat the question. It was a little silent there. I don't know if you're still there.
[CUSTOMER][NEUTRAL] Yeah, yeah, I was telling you like, it's, it's, I know.
[CUSTOMER][NEUTRAL] The, the sound is a little off, but I can't hear you. It's, uh, his date of birth is [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what did you say about my phone? Can you hear me or no?
[CUSTOMER][NEGATIVE] I can't hear you, but the sound is, it's not good. It has like a little, I can't even explain it. It's, it's not clear. But it was even from when I called APL in general, it's not just your phone, I think it's the entire, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you you said that you're the group admin?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You said that you're calling on behalf of the group, so are you the group admin?
[CUSTOMER][NEUTRAL] I am the benefits administrator.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the employer, yes.
[AGENT][NEUTRAL] OK, what's the group number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] So, I'm sorry. It's breaking up now. What number do you need?
[AGENT][NEUTRAL] What is the group number and the group name?
[CUSTOMER][NEUTRAL] Oh, the group. OK, it's 25639. I'm sorry. I make out what you were saying.
[AGENT][NEUTRAL] And what is the group name?
[CUSTOMER][NEUTRAL] Is Marmer concrete?
[AGENT][NEUTRAL] OK, and if you can verify the mailing address at that location please and your email address.
[CUSTOMER][NEUTRAL] Alright, the mailing is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[AGENT][NEUTRAL] OK. And did you say the address, the physical is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and what is the date of service that we're checking?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the day of service?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I don't know. I don't know the day of service. I, I just like to see if you guys receive his hospital indemnity claim, because he has a couple of claims, yeah, yeah.
[AGENT][NEUTRAL] Yeah, I do not
[AGENT][NEUTRAL] I do not show any claims received for um Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] So maybe he did not submit it. Alright, well thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.