AccountId: 011433970860
ContactId: 6d801e3c-85f4-4575-bd87-ff1e00275d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252619 ms
Total Talk Time (AGENT): 118691 ms
Total Talk Time (CUSTOMER): 85558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6d801e3c-85f4-4575-bd87-ff1e00275d9d_20250303T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm following up on a claim I submitted.
[AGENT][NEUTRAL] OK, you're the insured and you're checking claim status for yourself. Is that correct?
[CUSTOMER][NEUTRAL] No, it's for my daughter, um.
[CUSTOMER][NEUTRAL] Checking for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your daughter is a dependent, is that correct? that you're checking?
[CUSTOMER][NEUTRAL] No, no, so if you, so she's over [PII], so you're not gonna speak to me unless she's here, is that the case?
[AGENT][NEUTRAL] Well, yes, sir, we will have to have her authorization in order to be able to provide you any information on her policy.
[CUSTOMER][NEUTRAL] OK, I'll have to call back then when she's available. I, I, I'm just, I'm not asking for any information other than what's the status of a claim.
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Correct. Yes, sir. Now, I'll be happy to pull up your daughter's policy and uh make a note that I spoke with you regarding this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm so sorry. Can you please give me your
[CUSTOMER][NEUTRAL] V as in
[CUSTOMER][NEUTRAL] It's [PII], last name [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your daughter's policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Trying to find that the paperwork in front of me.
[CUSTOMER][NEUTRAL] 683-321-985
[AGENT][NEUTRAL] Mm, now that is not a number from my company.
[AGENT][NEUTRAL] Did you just say 683321-985? Is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, that's her that's.
[CUSTOMER][NEUTRAL] The what what number would it be?
[AGENT][NEUTRAL] It would be say it would be.
[CUSTOMER][NEUTRAL] That's her medical. That's her medical group. I'm sorry, I'm sorry to cut you off. Go ahead. That's her member ID for the medical insurance.
[AGENT][NEUTRAL] OK. So, yes, sir, uh, give me just one moment.
[AGENT][NEUTRAL] OK, so again, uh, any information.
[AGENT][NEUTRAL] That I can provide will be a verification of benefits and not a guarantee of payment. But again, Mr. [PII], this is strictly just so that I can make a note on your daughter's policy, but I will have to verify several things with you first. So if you could first please verify her name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you. And then also the home mailing address for her, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And her phone number?
[CUSTOMER][NEUTRAL] Uh, you know, we, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm so sorry. Could you please repeat that again, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So yes, sir, Mr. [PII], we will have to receive her authorization in order to be able to provide any information related to her policy.
[AGENT][NEUTRAL] Now we are here
[CUSTOMER][NEUTRAL] Could you at least tell me that the claim was received when I sent it in?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] No, I'm so sorry but I can't.
[CUSTOMER][NEUTRAL] OK, so what the this is the number that I called that I can call back.
[AGENT][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, OK, when she's home she's working from home. I'll, I'll try to call back.
[AGENT][NEUTRAL] OK, Mr. [PII]. Well, I'm sorry that I couldn't provide you any additional information at this time, but is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's fine thank you I appreciate it.
[AGENT][POSITIVE] You, yes, sir, you're very welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thanks bye bye