AccountId: 011433970860
ContactId: 73362d89-b61a-444a-9de5-5e33dca0b1ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386390 ms
Total Talk Time (AGENT): 66516 ms
Total Talk Time (CUSTOMER): 120062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/73362d89-b61a-444a-9de5-5e33dca0b1ba_20250610T16:28_UTC.wav
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[CUSTOMER][NEUTRAL] I'm like, wait a minute, what song is that?
[AGENT][POSITIVE] Good morning. Thank you for calling. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi how are you? I'm calling from uh the broker's office on behalf of one of our clients uh we helped her file a claim, but now with the new system, um, it's not showing a claim status and she's giving us a little bit of a hard time to.
[CUSTOMER][NEUTRAL] Re-register so I just wanted to know if you guys still have the claim on file and if it was paid if you can give me that information.
[AGENT][NEUTRAL] OK, and what is your name and the policy number, please?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 2, group number 24091.
[CUSTOMER][NEUTRAL] And then I have her social if you wanna pull her up.
[AGENT][NEUTRAL] Uh, give me a moment.
[CUSTOMER][NEUTRAL] Or I could pull her ID card.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] Her social is [PII].
[AGENT][NEUTRAL] And the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and this is for secondary policy or it looks like an accident policy?
[CUSTOMER][NEUTRAL] No, it's for a gap.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth, please?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][POSITIVE] OK, thank you and.
[AGENT][NEUTRAL] And when was the claim submitted?
[CUSTOMER][NEUTRAL] Um, let's see, I wanna say 3 weeks ago now.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, it was submitted on [PII], so.
[CUSTOMER][NEUTRAL] 2 weeks ago.
[AGENT][NEUTRAL] 2 weeks ago.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEGATIVE] You're not that good. I was just.
[AGENT][NEUTRAL] I'm so sorry my computer is low.
[CUSTOMER][NEUTRAL] And it's OK.
[AGENT][NEUTRAL] That's where everything seems like it's acting like it's Monday today.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Or it just thinks that it's Friday and it's like ready for the weekend but it still has some time to go.
[AGENT][NEUTRAL] Exactly. We have several days to go, so.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah it's not problem.
[CUSTOMER][NEUTRAL] Who's calling me?
[CUSTOMER][NEUTRAL] I'll be going there, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 53331 you don't catch up very though. They gotta make a movie of you you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1 12 16.
[AGENT][NEUTRAL] OK, I show her claim was processed on the [PII].
[AGENT][NEUTRAL] And explanation of benefits were sent out. Uh, looks like some for office visits and for services that are not covered under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to get her into her portal so that she can see what you would the EOB be in the portal um even though it's new? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It should be
[CUSTOMER][POSITIVE] OK, perfect. I'll just uh
[CUSTOMER][POSITIVE] Uh, OK, I'm gonna let her know so that she can get in and we can kind of dissect that together. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and you have a great rest of your day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Mm bye.