AccountId: 011433970860
ContactId: 6969f1bf-95f8-47ea-965a-ef18f9559c59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 813409 ms
Total Talk Time (AGENT): 182426 ms
Total Talk Time (CUSTOMER): 241863 ms
Interruptions: 11
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6969f1bf-95f8-47ea-965a-ef18f9559c59_20250304T16:27_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, I'm calling checking on a claim.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Having fun and and she'll chat with us 128.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] So you just.
[CUSTOMER][NEUTRAL] I don't have my policy number, but it's [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your social security number and I can pull your claim in that way.
[CUSTOMER][NEUTRAL] But it looks like there's
[CUSTOMER][POSITIVE] I'm going forward.
[CUSTOMER][NEUTRAL] get some
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's for my husband [PII].
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The end of words on the whole.
[CUSTOMER][NEUTRAL] If we can get you
[CUSTOMER][POSITIVE] It's kind of harder when you're high up, but all in all, it's a beautiful day. Clouds are. I've never seen 10573.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][POSITIVE] And so much fun. Are you having a good day.
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] What, what else did you ask me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Your email address and cell phone number?
[CUSTOMER][POSITIVE] Hey thanks. Thank you so much. So again, take the people out here, go back to buying us talking and
[AGENT][NEUTRAL] OK, and then what is your um cell phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you Miss. [PII]. And if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's almost completely done with the.
[AGENT][NEUTRAL] If we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, yes. It's [PII], yeah.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] all
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Are you just wanting to know if we received the.
[CUSTOMER][NEUTRAL] No, have y'all start processing it?
[CUSTOMER][POSITIVE] [PII] we're resilient.
[AGENT][NEUTRAL] Is your is your office it's been there for me to be verify that it's OK to discuss his claim with you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] in the video.
[AGENT][NEUTRAL] Is your husband there so that I can get his verbal consent to talk about the claim with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] My husband's not here, but I'm the I'm the policy owner. I never have a problem getting information.
[AGENT][NEUTRAL] Right, I understand. Um, when you call on somebody else's claim that's over the age of [PII] because it's private information, I have to get consent from the person that the claim is filed on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Not when I'm the policy owner, I've never had a problem.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Right, I understand what you're saying that you are the policy number but clients have private information, so I have to get the verbal consent from.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, can I speak to a supervisor because I've never had this problem before. I just wanna know if my claim is processing. Thank you.
[AGENT][NEUTRAL] [PII], so that I can discuss his.
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][POSITIVE] Yes hold quick.
[CUSTOMER][NEUTRAL] you need to know.
[CUSTOMER][NEUTRAL] 2025.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I just wanna let you know I haven't forgot about you. I'm trying to get a supervisor for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I'm going to go ahead and send you to a supervisor now. So it's gonna be a brief hold. You're so welcome. You have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] It's so fun, um, back to you guys.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] a great job on the North Shore. It's so important to so many people.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello, you've reached the desk of [PII] in the American Public Life Administra.
[CUSTOMER][NEUTRAL] This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got Miss [PII] on the other line. She wants claim information about her spouse, but he's not there to verify consent to give information.
[CUSTOMER][NEUTRAL] All right, and what claim is it on?
[AGENT][NEUTRAL] Uh, it is going to be, and I just asked her if she wanted to know if we received it and she said no, I wanna know the claim status.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, OK, so, alright, so it looks like in [PII] it looks like it was submitted via the OSC, so that means she submitted it on his behalf.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so which claim is it for?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's for the first, the first two, the, the latest ones which they don't have a claim number yet because they're still in progress.
[CUSTOMER][NEUTRAL] OK, so we can just tell him, tell her that they're in just in progress that's OK because we're not giving any information, any personal.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, OK. I wanted to make sure cause I was, I was told that you can't give any information about it without their consent. So I appreciate you doing that you, you want, mhm.
[CUSTOMER][NEUTRAL] No, but now, yeah, but now on that [PII], is that the two that you're talking about?
[AGENT][NEUTRAL] No, ma'am. She was calling about the, the most recent ones.
[CUSTOMER][NEUTRAL] So [PII]. 00 no, those for this for the [PII]. OK, yeah, I can just tell, we can just we in this case we can just tell her that they're still in progress, you know, you know, in those cases, but whenever it gets down to, well, you know, like a diagnosis and treatment, all that, then no, but as long as they're just needing.
[AGENT][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] You know, as long as we just tell them it's still in progress, then yeah, that's perfectly fine because that's no personal information.
[AGENT][NEUTRAL] OK. OK. Well, I thank you, [PII]. Do you want me to go ahead and let her talk to you because she did ask for a supervisor.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, that's fine go ahead and send her to me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.