AccountId: 011433970860
ContactId: 66c6b6ac-7d92-4906-805f-489c52620b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278559 ms
Total Talk Time (AGENT): 80998 ms
Total Talk Time (CUSTOMER): 75408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/66c6b6ac-7d92-4906-805f-489c52620b3a_20250108T13:31_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to uh check on a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status, and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII] I'm the from the broker.
[AGENT][NEUTRAL] OK, [PII], you said your last name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And can I also have your email address?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient, the insured policy number, please?
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I do not have the policy number.
[AGENT][NEUTRAL] OK, do you have their social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the insured's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm not having that social. Are they the policy holder or the dependent?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Dependent
[CUSTOMER][NEUTRAL] Same claim. Let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or maybe it's [PII].
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] So let's try. That was the claimant, sorry, the the
[CUSTOMER][NEUTRAL] Policy holder's social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and it was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And the policyholder's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I show different coverages. Is this in regards to the accident, hospital indemnity, or the critical illness?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The hospital, I mean, the, sorry, the accident. It's such a Monday morning to me but it's not even Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK, and you're just checking on the status for the claim for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I show the most recent claim that we received, it was processed on [PII]. I show benefits were issued for dates of service for [PII] for $200.
[CUSTOMER][NEUTRAL] They did that process, you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] Mm, yeah, please.
[AGENT][NEUTRAL] That claim number is 3541734.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that'll be all.
[AGENT][POSITIVE] OK, well thanks for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thanks bye.