AccountId: 011433970860
ContactId: 6cbb152e-1d22-48c5-b05a-a14c71e78609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416750 ms
Total Talk Time (AGENT): 213508 ms
Total Talk Time (CUSTOMER): 112567 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6cbb152e-1d22-48c5-b05a-a14c71e78609_20250324T12:12_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I want to check on the status of my claim, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're the insured and you're wanting to check status on your claim, is that correct?
[CUSTOMER][NEUTRAL] It's for my son, yeah.
[AGENT][NEUTRAL] OK. Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, my name is last name is [PII] First name is [PII].
[AGENT][POSITIVE] Thank you and this way, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number, please?
[CUSTOMER][NEUTRAL] 1,070,980
[AGENT][NEUTRAL] OK, thank you one moment while I get your information pulled up please.
[AGENT][NEUTRAL] OK, Ms. Wait, so first off, I will need to verify several things with you for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please
[AGENT][NEUTRAL] Uh, verify the primary insured's name and date of birth. Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][POSITIVE] I can hear you now yes ma'am so.
[CUSTOMER][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] OK, so if you could please verify the subscribed date of birth and then your date of birth?
[CUSTOMER][NEUTRAL] OK, the subscriber date of birth is is my husband by we. His date of birth is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and your child's name?
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, Miss [PII], because your son is over the age limit, we would either have to have him call or Mr. [PII] to call.
[AGENT][NEUTRAL] For any information, yes, ma'am, or your son to find out any information.
[CUSTOMER][NEUTRAL] My husband.
[CUSTOMER][NEGATIVE] And you guys, you, you're not, well, my son has a disability, so he can't.
[CUSTOMER][POSITIVE] So, can I have my husband talk to you cause you guys never gave me a hard time, cause I always call for them. I take care of everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry that that has happened. But yes, ma'am, we would have to have Mr. [PII]'s um permission.
[AGENT][NEUTRAL] To provide any information.
[CUSTOMER][NEUTRAL] OK, so you want my husband, right?
[AGENT][NEUTRAL] Yes ma'am, is he available?
[CUSTOMER][NEUTRAL] Yeah, he is. Hold on.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm trying to call. I, I'm calling American Public Life to check on the status of [PII]'s name because he's over [PII] and you're the whatever subscriber, she needs to get your permission that you can speak with me. Hold on a second, what is your name again?
[AGENT][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII], hold on. My husband is right here. By we is right here. Hold on, please. I'll put him on speaker.
[AGENT][POSITIVE] Yes, ma'am. OK, perfect. Thank you. OK, thank you.
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][POSITIVE] Hi, good morning, Mr. [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, um, I heard Ms. [PII] explaining to you that because [PII] is over the legal age, we would have to either speak to him.
[AGENT][NEUTRAL] Or to you regarding any claim status for him. Now you can authorize me for one phone call for this phone call only to speak.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To Ms. [PII] on his behalf. Um, but I would have, yes, sir. Are you able to hear me? I'm very sorry. I don't know. There's, we have a not a very good connection. I don't think, Mr. [PII], can you hear me OK?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, you were, you were out for a second there. Um, what were you saying?
[AGENT][NEUTRAL] I was saying that I would need your permission to speak to her for this one phone call, uh, regarding anything related to a claim for [PII].
[CUSTOMER][NEUTRAL] Yes, you, you have my information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi [PII], I'm back.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. All right. Thank you so much, Ms. Wait. OK, so you, um let me get his information pulled up, just one moment.
[AGENT][NEUTRAL] OK, and what is the date of service, Miss [PII], that you're calling about this morning?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh yeah, of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK, and again, any information that I'm able to provide for you, Miss [PII].
[AGENT][NEUTRAL] would be a verification payment. So I do see that there was a $25 benefit paid.
[AGENT][NEUTRAL] For an office visit that he had.
[CUSTOMER][NEUTRAL] Mhm. And when was it?
[AGENT][NEUTRAL] And that payment has been, the claim was processed on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] OK. And when was it processed?
[AGENT][NEGATIVE] So the check, um, the payment should have been issued to be mailed out the next day.
[CUSTOMER][POSITIVE] OK, perfect. And this is for the [PII] visit, correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][POSITIVE] All right, thank you for checking for me. I appreciate it.
[AGENT][POSITIVE] Well, oh, you're certainly very welcome. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, I'm good thank you have a good one.
[AGENT][POSITIVE] OK, well, yes, ma'am I hope you have a nice day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.