AccountId: 011433970860
ContactId: 76c3ee7e-8f48-4e28-bdfd-1cbad37e0ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145699 ms
Total Talk Time (AGENT): 55658 ms
Total Talk Time (CUSTOMER): 76748 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/76c3ee7e-8f48-4e28-bdfd-1cbad37e0ce1_20250404T15:21_UTC.wav
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[CUSTOMER][NEUTRAL] Doesn't matter. It's not about anything.
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Bye. Hi [PII], this is [PII]. I'm calling about a uh uh claim that was filed and why is, why did you not pay anything?
[AGENT][NEUTRAL] OK, Mr. [PII], so.
[CUSTOMER][NEUTRAL] You want me to give you the claim number?
[AGENT][NEUTRAL] I will get to that. Yes, sir. So you're wanting to go over to see why our claim was denied, is that correct?
[CUSTOMER][NEUTRAL] A claim, right, yeah, and I guess there was some question of when something was to be paid or wasn't paid and what the dates were and we were still covered. My wife went through this whole thing this past week and she put a check in the mail for our premiums this week so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So the claim number is 358.
[AGENT][NEUTRAL] OK, so, all right, so first off, Mr. [PII], yes, I can go, OK. Mr. [PII], give me just a moment.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] OK, I'm holding.
[AGENT][NEUTRAL] Right, so yes sir, I can help you with this. I can look at the claim for you, your call back number first off.
[CUSTOMER][NEUTRAL] 518.
[CUSTOMER][NEUTRAL] 322.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] 0231.
[CUSTOMER][NEUTRAL] 62666.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments, Mr. [PII] to get your policy information pulled up first.
[CUSTOMER][NEUTRAL] Oh, OK, thank you, ma'am. When did you send out [PII] [PII].
[CUSTOMER][POSITIVE] They should definitely have that.
[AGENT][NEUTRAL] OK, and Mr. [PII], any information that I do provide for you today would be a verification.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You know benefits and not a guarantee of payment. I verify.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up.
[AGENT][NEUTRAL] Yes, sir. I'm sorry, there's something wrong with the line on this call. Yes, sir, I understand.
[CUSTOMER][NEGATIVE] You keep breaking
[CUSTOMER][NEUTRAL] Or or your headset or something, right?
[AGENT][NEGATIVE] And unfortunately, no, sir. It's something, no, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not the headset, it's something with the connection.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You got my number. You