AccountId: 011433970860
ContactId: 75f0908f-abbf-444e-b0a9-cc472c832b18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423570 ms
Total Talk Time (AGENT): 193891 ms
Total Talk Time (CUSTOMER): 136621 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/75f0908f-abbf-444e-b0a9-cc472c832b18_20250602T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you uh can I give you a claim number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 359-064-2
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm with Fortune Insurance. I'm calling regarding a group called um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, regarding a call regarding a patient of a group of ours that uh I put a claim in for him and I wanna see what the status is of the claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, do you actually have the policy number? Do you have the policy number because I can't pull up the claim number since I'm on the broker resource side. Sorry, I used to be on the claim side and can pull that up, but I can't anymore.
[CUSTOMER][NEUTRAL] It's Centurion Restaurant?
[CUSTOMER][NEUTRAL] Uh, do you need the account number?
[AGENT][NEUTRAL] Yeah, if you have the policy number, yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, give me a second. Let me look it up. Give me one second.orian restaurants.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Just bear with me.
[CUSTOMER][NEUTRAL] OK, Centurion Restaurant Group. Give me one second, uh, APL, APL APL 21471.
[AGENT][NEUTRAL] 1471. OK, just one second.
[AGENT][NEUTRAL] There we go. And what was the name of the policyholder that you, did you file the claim on their behalf?
[CUSTOMER][NEUTRAL] The claim number?
[AGENT][NEUTRAL] Yeah, no, the name of the insured.
[CUSTOMER][NEUTRAL] The insured person is [PII] Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They were, they, I, I got a notification that um they designed the claim, but then because it was missing information so I uploaded the missing missing information last week into the portal and I'm just wanna find out what the status is.
[AGENT][NEUTRAL] Ah, there it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, let me get you someone with our claims team and they'll be able to check that for you. Give me just one second. Mhm, you're most welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you I appreciate it OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. I have got a [PII]. He's a broker with Fortune Insurance that he filed a claim on behalf of this customer. He's wanting to check the status on it. I guess we needed some additional information and he uploaded that.
[AGENT][NEUTRAL] You want the policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, it is 256.
[AGENT][NEUTRAL] 521 8. He also gave me the claim number.
[CUSTOMER][NEUTRAL] OK, and he verified and everything?
[AGENT][NEUTRAL] I verified the broker. He's calling on this [PII]. I didn't get all the information on that. He gave me the claim number 359-064-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He said we denied the claim needing some additional information and he uploaded it. I've got his callback number if you need that.
[CUSTOMER][NEUTRAL] Um, yes, what's his callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, wait, it looks like I see it, but um I can't tell what documents there is, but is he just wanting to verify that we got it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Uh-huh. He wants to verify, yeah, that we've received it and I'll probably get a timeline on when it's gonna be processed, so it didn't come through.
[CUSTOMER][NEUTRAL] It did come through um we got it on the [PII], but that that's all the information I have, um, everything else if he has something specific.
[AGENT][NEUTRAL] I did the dark
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, is that what we were asking for?
[AGENT][NEUTRAL] Is it, is that what we were asking for?
[CUSTOMER][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] I can't look it. I I can't look that up um because it's being processed that would be claims um because I try to click on it.
[AGENT][NEUTRAL] Oh, so it's currently? OK.
[CUSTOMER][NEGATIVE] I'm, I'm trying to double click on it and it's not even letting me click to it um to see what it is.
[AGENT][NEUTRAL] It won't pull it up for you, OK, yeah, I can't get any of that information at all, so, OK, so we did receive it, it's in processing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I would just say that we're processing it. Yeah, we received it on the [PII], um, whoa, yeah, OK, I was thinking we're still in May.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, that would have been what? Friday, Thursday, I don't know Thursday, Thursday, Thursday, I think, yeah, Thursday was the [PII] I think. OK, I'll just let him know it's in processing.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah yeah I am showing that it's processed and yeah and it's currently being worked on.
[AGENT][POSITIVE] OK, perfect, that's all I needed.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Have a good day. Bye.
[CUSTOMER][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] Hey [PII], this is [PII] from Broker Resources. Um, I spoke with their care team and she said that they have the document. They got it on the [PII] and it's currently in processing, so it looks like it's, she said it's actually being processed, so something should be showing up pretty soon on it being completed.
[AGENT][NEUTRAL] She couldn't pull the document up because it was in processing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah, I'm sorry one more time, it got a.
[AGENT][NEUTRAL] So you uploaded a document for this one correct on his policy. She said that we received the document that you uploaded on [PII] and that it is currently in processing because she couldn't open the document. She said to that someone's actually in it, so they're currently processing it, so it should hopefully be completed within the next couple of days if it doesn't get done today. She just said that they're in it and it's being processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, maybe I should call back when on Thursday or Thursday or Friday?
[AGENT][NEUTRAL] Yeah, if you haven't, if it hasn't been, if you don't see something that has been done, I would call back on Thursday or Friday that'll give us time to get it finalized and hopefully done, but that, that's just what that's the information that was relayed to me that it's currently being processed, so should be hopefully done by the end of the week, if not sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll I'll try at the end of the week thank you. OK, OK, have a have a great week bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. You have a great day. Bye bye.