AccountId: 011433970860
ContactId: 7739c88e-11e1-4de1-a28a-2e32b20e488d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217679 ms
Total Talk Time (AGENT): 118943 ms
Total Talk Time (CUSTOMER): 57464 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/7739c88e-11e1-4de1-a28a-2e32b20e488d_20250516T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], I'm a broker for you. um, I wanna check a claim I submitted.
[AGENT][NEUTRAL] On a claim, OK. Do you have the policy number or the group number that you're calling in regards to?
[CUSTOMER][NEUTRAL] 21574.
[AGENT][NEUTRAL] Alright, let me get that pulled up. Give me just one second.
[AGENT][NEUTRAL] Uh, for Ally Pharmaceuticals, is that correct?
[CUSTOMER][NEUTRAL] Uh, correct, yeah, mhm.
[AGENT][NEUTRAL] OK, and who's the the um insured that you're calling in regards to?
[CUSTOMER][NEUTRAL] Uh, [PII]. There's two [PII], this would be, uh, the.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], I got a [PII] and a [PII] Rule.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] For this, OK, and is it for, do you know what type of claiming is is a disability or gap?
[CUSTOMER][NEUTRAL] It's yeah mhm.
[AGENT][NEUTRAL] Yeah, OK, alright, let me get it pull up here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Time. OK, I see you're the AOR of record. OK, alright, I'm gonna pull someone from our claims department over and they'll be able to help you with this, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one second. Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey so, this is [PII] Resources. I have a broker on the phone. He's the agent of record for this employer wanting to check status of a claim, and he gave me the name and policy number.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK. Um, go ahead with the policy number.
[AGENT][NEUTRAL] It's 2606697 for [PII].
[AGENT][NEUTRAL] Should be a scout policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Are you gonna transfer him?
[AGENT][NEUTRAL] Yes, if, if you don't mind. His callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull pull him on.
[CUSTOMER][NEUTRAL] OK. What's the name of the partner?
[AGENT][NEUTRAL] Um, yeah, you would ask me that. Hang on just a second. I wrote it and I can't read [PII]. It's [PII]. He's said a broke the agent of record for this Ally Pharmaceuticals, which is who the person's with.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, did you verify any information about [PII] with him or no?
[AGENT][NEUTRAL] I did, he just gave me his policy number and his name and calling to check status, so no, I did not. I apologize. I need to do better at that and I will. OK, let me pull him on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No it's fine. I just, no, no, no, it's, it's fine. I'll just make sure so I know what to do. Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] My screens are different. We haven't the way I have to get to this stuff is different from what I used to have to do on claim side, so I'm trying to get used to that. So alright, hold on just a second and I'll call him on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I've got Soul on the phone and she has a a customer's information and she's gonna help you with that claim status, OK?
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] All right