AccountId: 011433970860
ContactId: 6bff8aea-beb5-4b30-9f4f-9b099159da32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319239 ms
Total Talk Time (AGENT): 140901 ms
Total Talk Time (CUSTOMER): 109911 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6bff8aea-beb5-4b30-9f4f-9b099159da32_20250327T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from the broker's office regarding a member's account.
[AGENT][NEUTRAL] All right. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it is uh.
[CUSTOMER][NEUTRAL] The group number is 17399.
[AGENT][NEUTRAL] Let me pull that up. Give me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And is on lace food service.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what group what agency are you with?
[CUSTOMER][NEUTRAL] I'm with financial design.
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] So, I'm calling to confirm if you guys have two claims on file, let me tell you.
[CUSTOMER][NEUTRAL] All right. So, the date of service [PII].
[CUSTOMER][NEUTRAL] And [PII]. I was just calling to confirm why these claims were not paid in full.
[AGENT][NEUTRAL] OK, do you have the name of the policyholder that the claims were for?
[CUSTOMER][NEUTRAL] Yes. It's [PII].
[AGENT][NEUTRAL] [PII], let me locate her. Give me just one second.
[AGENT][NEUTRAL] And I'll have to get someone from our claims department on the line to help you, so bear with me. There she is. [PII] for a OK, Med link. Let me get someone from our claims department and they can assist you on that. Hold on just one second, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in Breer Resources. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you today?
[AGENT][NEUTRAL] Yeah, good good. So can you do, do you do, does the care team do claim status for for broker's office that are OK. I've got a broker named [PII] on the phone.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, what is, so she's, and have you verified all of the information of make sure I can speak to her they filed the claim.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she's with us, yeah, she's with, oh I didn't ask her that part. She just went, she's calling for data service she dates a service on this lady to see if we have the claims.
[AGENT][NEGATIVE] Why they haven't been paid. I don't know what's procedure is on that, so I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK. What's her last name?
[AGENT][NEUTRAL] Her name is [PII]. I don't have her last name. She's with the broker's office, FD National, sorry. I've got her callback number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] SB National.
[AGENT][NEUTRAL] F as in Frank, D I believe that's what it's 50 national, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] FD National.
[CUSTOMER][NEUTRAL] OK, and what's your number?
[AGENT][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Policy number please ma'am?
[AGENT][NEUTRAL] And yes, let me see, so let's see, it is 1071583.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one second, [PII]. I'm still trying to post them.
[AGENT][NEUTRAL] You're fine, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and did you verify any information about the insured or the broker?
[AGENT][NEUTRAL] I did not. No, I didn't know it's claim status after we got into it and she gave me that information and my screens are a little different than y'all, so sorry.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Oh, you're fine. I just want to know what I needed to um to verify with her so you know, instead of redundancy, but anyway, but yeah, I'll be happy to talk to her.
[AGENT][POSITIVE] Yeah, exactly, right.
[AGENT][NEUTRAL] Absolutely I know. OK, she gave me the dates of service of [PII] and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, wait. [PII]. And what is the other one?
[AGENT][NEUTRAL] Mhm. [PII], [PII].
[CUSTOMER][POSITIVE] OK. I will certainly help her. I can do that. Uh yes, ma'am.
[AGENT][POSITIVE] Ready? OK, I'll, I'll join her in. Thank you so much here. Hang on a second.
[CUSTOMER][POSITIVE] OK. You're welcome. All right.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi, yes, I'm still here.
[AGENT][NEUTRAL] Hi, I've got I've got [PII] on the line and she's gonna help you with that claim status, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APO you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.