AccountId: 011433970860
ContactId: 60196c5b-aae9-43b8-bebc-21261ec1ce83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440410 ms
Total Talk Time (AGENT): 193206 ms
Total Talk Time (CUSTOMER): 221421 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/60196c5b-aae9-43b8-bebc-21261ec1ce83_20250123T17:18_UTC.wav
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[CUSTOMER][NEUTRAL] I know you know Yeah, I'm calling to see what's the issue with my insurance.
[AGENT][NEUTRAL] This is customer service. How may I help you?
[AGENT][NEUTRAL] All right. What's your name?
[CUSTOMER][NEUTRAL] I don't know if I had to write button or not. uh [PII].
[AGENT][NEUTRAL] All right, Mr. [PII].
[CUSTOMER][NEUTRAL] See you with something else.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I, you know.
[CUSTOMER][NEUTRAL] Really, to be honest, is not my I can't see, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So OK, policy number is 02565007. I let them know that.
[AGENT][POSITIVE] Alright Mr. [PII] and just in case we get disconnected, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a moment, let me see if I can pull up your policy, OK?
[CUSTOMER][NEUTRAL] But we also on the middle of March so it's not like a huge.
[CUSTOMER][NEUTRAL] They're supposed to get a box that they find to be out.
[CUSTOMER][NEUTRAL] So we should have definitely have an answer by tomorrow. I wanna answer the bank.
[CUSTOMER][POSITIVE] I mean, I do like coming up with.
[AGENT][NEUTRAL] Alright Mr. [PII], I was able to locate a policy for you. I just need to verify some information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] Oh regularly.
[CUSTOMER][NEUTRAL] That's the hard one.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Avenue Southwest.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let me wait for you [PII].
[AGENT][NEUTRAL] I'm sorry, what's that zip code?
[CUSTOMER][NEUTRAL] So then, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And let's see, and you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] [PII]. Oh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Can get the 78
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right. So, are you trying to be seen today? Is that your problem, or?
[CUSTOMER][NEUTRAL] Well, I have my fiance on there.
[CUSTOMER][NEGATIVE] And she's waiting for approval for her her treatment and they're saying that it's not being approved or they're not receiving it on your end.
[AGENT][NEUTRAL] OK, and what's your uh fiance's name?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, um, Mr. [PII], let me get you over to our claims and benefits department so that they can look into um.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] The authorization that is being denied for her or whatever is going on, um, give me just a moment I'm gonna get somebody on the line for you and um give them all your information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, Mr. [PII], was there anything else I could do for you before I transfer you over?
[CUSTOMER][NEUTRAL] No, that's about all.
[AGENT][POSITIVE] Perfect. Alright, um, hold on just a moment for me. Thank you so much for calling APL and you have a wonderful rest of your day, OK?
[CUSTOMER][POSITIVE] You too and thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line. Um, he, his policy number is 256.
[AGENT][NEUTRAL] 5007.
[CUSTOMER][NEUTRAL] 256.
[AGENT][NEUTRAL] Mr. [PII]? Yes.
[CUSTOMER][NEUTRAL] 5007 [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I just done a claim for him. What's going on?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So he's calling about a claim or an authorization for his wife or his spouse that's listed on there. He says he's, she's his fiance um but apparently there's some issue with maybe an authorization that they're trying to get for approval for something.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, we don't require an authorization for any services.
[AGENT][NEGATIVE] I didn't think so. So I'm not really sure what's going on, but he's saying that we're not receiving something um for her to have the treatment. I don't, I, I don't.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um, what's the callback number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is the same as in the system, [PII].
[AGENT][NEUTRAL] 551.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have verified all of his information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see here, yeah, I'm not sure.
[CUSTOMER][NEUTRAL] Let's you can go ahead and send him through. I'll let him know that whatever they're sending is not correct before you send them through, let me get my dog. Come here, [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] She's acting like a nut because the cats sitting on the edge of the bed and she don't like that for some reason.
[AGENT][NEUTRAL] Uh, yeah, I've got a cat and a dog too, so I know how it is. Anytime somebody pulls up.
[CUSTOMER][NEUTRAL] I got 2 dogs and a cat, and I'm about to get my 3rd dog.
[AGENT][NEGATIVE] Oh gosh, nope. I can barely handle the two I've got.
[CUSTOMER][NEGATIVE] Yeah, well, the cat's not mine and it's my daughter's, and when she moves out, she's taking that devil.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yeah, I have a [PII] and she's gotten attached to the cat, so even if I wanted to give them away, I could not.
[CUSTOMER][NEUTRAL] Yeah, like cat's history. It's a Maine Coon. Do you know what a Maine Coon is?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, that's what that cat is, and it's a devil.
[AGENT][MIXED] They're really pretty, but they're, oh.
[CUSTOMER][NEUTRAL] The cat weighs 17 pounds and my dogs weighs 10 pounds.
[AGENT][POSITIVE] Oh my gosh. Wow.
[CUSTOMER][NEGATIVE] Yeah, so he's the devil. I hate that cat.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] God, I hate it. OK, you can, um, send him through and I'll, I'll figure out what's going on because we don't require an all, so I don't know why.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I, I didn't get that either, but I figured maybe you could look at what they're trying to do and see if it's a covered benefit. Maybe that's what it is. I, I'm not really sure.
[CUSTOMER][NEGATIVE] Oh yeah, I don't even, I can't even pronounce this chick's name anyway, so I don't even see anything that's been sent through for her.
[AGENT][NEGATIVE] Yeah, he said something about we possibly couldn't have, we may not have received it. I, I don't know, honestly.
[CUSTOMER][NEGATIVE] Yeah, we haven't received anything for her, not unless it's an accident.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, uh, here he comes. Thank you, [PII].
[CUSTOMER][NEUTRAL] OK, yeah, you can send it through.
[CUSTOMER][POSITIVE] Alright, thanks. Bye.
[AGENT][NEUTRAL] Bye.