AccountId: 011433970860
ContactId: 781247f5-8e54-4199-bb7d-f8ff17736726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270980 ms
Total Talk Time (AGENT): 74560 ms
Total Talk Time (CUSTOMER): 116263 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/781247f5-8e54-4199-bb7d-f8ff17736726_20250124T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], APL Asian extraordinaire and hell of a nice guy. How you doing?
[AGENT][POSITIVE] Oh, [PII], you have made my whole day.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] There you go. There you go. That's, you know, that's all we ask you a little levity, you know, everything is right with the world now. Hey, um, my best callback number, I know, believe me, uh, [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] So I'm, I'm dealing with a broker who has no idea how APL works even though I've been dealing with them for 6 months, uh, because you know there's just 14 people handling the same situation. So can I give you a claim number? I don't know what the date of treatment is, but, um, let me give you a claim number for the policyholder or do you want the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, can you give me, uh, first give me the member's name.
[CUSTOMER][NEUTRAL] OK, well, let me give you the policy then which will dictate it's uh 251-720-1.
[CUSTOMER][NEUTRAL] And tell me when you pull it up.
[AGENT][NEUTRAL] OK, and so, uh, what group are you calling for?
[CUSTOMER][NEUTRAL] All right, [PII], yeah.
[CUSTOMER][NEUTRAL] Well, it's called uh VS [PII] um it's um PRD.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where's the PRD on the servicing copy?
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] When I exploded at the hold on it's uh 80084.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, let me look that group up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She'll be the 7th 1 down her name's.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, An [PII] or in this.
[AGENT][NEUTRAL] OK, and then what is her policy number?
[CUSTOMER][NEUTRAL] Uh, what is her, what did you say? What is her what?
[AGENT][NEUTRAL] It's 2 policy number is 251-720-1, is that correct?
[CUSTOMER][NEUTRAL] Oh yeah, you're cutting in and out it's yeah it's 251-720-1.
[AGENT][NEUTRAL] OK, let me look her up.
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII].
[CUSTOMER][NEUTRAL] She's young and
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm, OK, I've got it pulled up and what is the claim number?
[CUSTOMER][NEUTRAL] It's 354-468-1.
[AGENT][NEUTRAL] OK, let me pull that in.
[AGENT][NEUTRAL] OK, I have the claim pulled up claim number 354-468-1.
[CUSTOMER][NEUTRAL] Yeah, can you appear in your crystal ball and tell me if it's been paid or?
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] Or so I can close the ticket out.
[AGENT][NEUTRAL] Yes sir, let me look at it real quick. It has a remark on it. Please provide a diagnosis code for this date of service. This information may be obtained from your physician.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and when was that sent out do you know?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][POSITIVE] OK alright cool alright thanks a lot.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great weekend.
[CUSTOMER][POSITIVE] You too stay warm. I'll talk to you later bye.
[AGENT][NEUTRAL] You too, sir. All right, bye-bye.