AccountId: 011433970860
ContactId: 780bfd29-a6b1-4bc6-848d-8b29e9b9227a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264309 ms
Total Talk Time (AGENT): 114452 ms
Total Talk Time (CUSTOMER): 75497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/780bfd29-a6b1-4bc6-848d-8b29e9b9227a_20250428T17:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, I'm calling from NES Solutions for the group of anti-nutritional.
[CUSTOMER][NEUTRAL] The group number is 26683.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling because one of their employees, [PII], has submitted um an APO claim.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just wanted to know if how that process is going if the claim was submitted.
[AGENT][NEUTRAL] I'm gonna have to get you to the claims department. So who is the, um, who's the individual?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] Her first name is [PII]
[AGENT][NEUTRAL] And do you have a policy number or?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I have a I'm sorry, do you have a claim number? Excuse me.
[CUSTOMER][NEUTRAL] No, actually I was looking nameless because one of my co-workers, she submitted the claim, but she's no longer with us and I don't have a thread of the email.
[AGENT][NEUTRAL] OK, do you know if it's on her accident or her meddling policy?
[CUSTOMER][NEUTRAL] OK, um, let me turn up.
[CUSTOMER][NEUTRAL] Let me check
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] My God, it was me.
[CUSTOMER][NEUTRAL] It's a gap so my link.
[AGENT][NEUTRAL] Her med link, OK. So let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0255.
[AGENT][NEUTRAL] 6088 and what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][NEUTRAL] Yes, thank you. You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] I'm well. I have somebody from the broker's office for group number 26683.
[AGENT][NEUTRAL] And she's wondering about a claim that was sent in for um.
[AGENT][NEUTRAL] Her name's [PII].
[AGENT][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] A and I have her policy number as well.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02556088 she's just wanting to call about the claim and it looks like one of her coworkers submitted the claim and that coworker is no longer with the company so she's calling to check on it to see how it's going or if anything additional is needed.
[CUSTOMER][NEUTRAL] OK, do you know if it's a Metlink or is it an accident? It is? OK.
[AGENT][NEUTRAL] It is Medlink.
[AGENT][NEUTRAL] Yeah, yes, um, let me give you her callback number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII] and I'm gonna spell her name for you and
[AGENT][NEUTRAL] I could not understand exactly how to pronounce it, but it's [PII]
[AGENT][NEUTRAL] CEOA, this is who is calling.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. And your name was? I'm sorry.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII], that's right, give me just a second, I'll join you guys. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I have [PII] on the line and um and excuse me in claims for you and she's gonna take it from here.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Uh-huh, have a good day.
[CUSTOMER][NEUTRAL] You too.