AccountId: 011433970860
ContactId: 73417c73-b33d-4768-96c3-03a670af6b06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409739 ms
Total Talk Time (AGENT): 132251 ms
Total Talk Time (CUSTOMER): 146357 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/73417c73-b33d-4768-96c3-03a670af6b06_20250314T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was on the phone with someone. What what's her name was [PII], and somehow got cut off.
[AGENT][NEUTRAL] OK. Are you wanting to try to speak back to [PII] or would you like for me to assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, but don't matter. I need, uh, I was following up on, uh, a, a phone.
[CUSTOMER][NEUTRAL] I that I sent in.
[AGENT][NEUTRAL] You was following up on your claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mr. [PII], can I have your policy number?
[CUSTOMER][NEUTRAL] 01688695
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you please verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and I do apologize, I will have to verify your policy. May I have the mailing address?
[AGENT][NEUTRAL] And an email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you so much, Mr. [PII] for verifying your policy. You were calling in regards to a claim that you submitted in. Do you know approximately when that claim was submitted?
[CUSTOMER][NEUTRAL] It it shouldn't been, it was just uh.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] I think the 2.
[CUSTOMER][NEUTRAL] First I called it in. I talked to somebody they already pulled it up.
[AGENT][NEUTRAL] So I do see that we received the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's saying that it's missing the employer's information.
[CUSTOMER][POSITIVE] Yeah, yes, exactly, that's what I'm calling about.
[AGENT][NEUTRAL] OK. What were you needing?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Good morning. This is, uh, [PII] with his employer, uh, [PII]. What part are you missing because our HR sent in the form on this Tuesday.
[AGENT][NEUTRAL] OK. Now, before I can say anything with you, he will have to give me permission to speak with you.
[CUSTOMER][NEUTRAL] Yes, you can speak with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name again?
[CUSTOMER][NEUTRAL] [PII] Last name [PII].
[AGENT][NEUTRAL] And let me see if we received anything else.
[CUSTOMER][NEGATIVE] I was told they sent it to benefits in the card and benefits in the card should have forwarded to you.
[AGENT][NEUTRAL] No, you could have just faxed it over to us.
[AGENT][NEUTRAL] Benefit in the card is for the medical.
[CUSTOMER][NEUTRAL] OK, yeah, our HR, we don't do it here in the office. That's through our corporate office. What's the fax number that they can send it to?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], I wanna go back and get them um.
[CUSTOMER][NEUTRAL] Alright, uh, I'm gonna send her an email with this information, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. Now you get the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because they'll they'll keep telling me that you, I said y'all wasn't getting that.
[CUSTOMER][NEUTRAL] The information.
[AGENT][NEGATIVE] Yes, because it doesn't go through benefit in a car that will come directly to us.
[CUSTOMER][NEUTRAL] OK, cause I, I'm, I said some other stuff to y'all.
[AGENT][NEGATIVE] So that's why we're not getting the information.
[CUSTOMER][NEUTRAL] OK, you'll get the other evidence of the doctor in my, my, my part, right?
[AGENT][NEUTRAL] Yes, we have the information we're just waiting for that from the employer and so what they're going to another location, it's not we don't have a time frame on if they would even send that over to us that's why it comes directly to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's she she go in the back now to do it.
[AGENT][NEUTRAL] OK, so once they receive it and it is entered into into our system, that examiner does have up to 10 to 15 business days to review and or process that claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome, and I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] And who I'm talking to?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't have a pen with me. I wish I can get a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] OK, so for me.
[AGENT][NEUTRAL] It is spelled [PII] E.
[AGENT][NEUTRAL] R R
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] E K I A.
[CUSTOMER][NEUTRAL] OK, you have extension number?
[AGENT][NEUTRAL] No, I don't have an extension. You would have to call and contact someone in the queue.
[CUSTOMER][NEUTRAL] Oh, OK, [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.