AccountId: 011433970860
ContactId: 63fc1b92-a8eb-49d9-a43b-404a0f9cc72c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137259 ms
Total Talk Time (AGENT): 51465 ms
Total Talk Time (CUSTOMER): 59705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/63fc1b92-a8eb-49d9-a43b-404a0f9cc72c_20250428T16:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about a question on a claim.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, I was
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's uh [PII].
[AGENT][NEUTRAL] Thank you, [PII], you're calling, are you the provider or the insured?
[CUSTOMER][NEUTRAL] I'm the insured.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02610102.
[AGENT][NEUTRAL] Thank you and could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you, and what is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] Um, it should be, uh, I don't know if it's my old one or my new one. it's [PII].
[AGENT][NEUTRAL] That's the one that we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're calling about a claim. Do you have a data service?
[CUSTOMER][NEGATIVE] Um, yeah, I think that's terrible.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] It looks like they claim is currently pending.
[CUSTOMER][NEUTRAL] Yeah, so I got something in the mail that said it was awaiting information to confirm eligibility.
[AGENT][NEUTRAL] Just waiting on eligibility. There's nothing that you have to do.
[CUSTOMER][NEUTRAL] So I just was
[AGENT][NEUTRAL] It's just currently, it's just pending.
[CUSTOMER][NEUTRAL] OK, so, OK.
[AGENT][NEUTRAL] And we're waiting for verification of eligibility. No, ma'am, this is a third party. This is with the 3rd party, not with you.
[CUSTOMER][NEUTRAL] OK, so I don't have to do anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So once that's been verified, then the benefits will be released.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm, no, that's all.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.