AccountId: 011433970860
ContactId: 7a4c5146-efde-4e4f-84b6-e724ee0f97aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462739 ms
Total Talk Time (AGENT): 149508 ms
Total Talk Time (CUSTOMER): 73591 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7a4c5146-efde-4e4f-84b6-e724ee0f97aa_20250320T18:20_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanna check and make sure that the documents I had uh faxed over to you are there and are being processed.
[AGENT][NEUTRAL] Uh, yes, of course. I can certainly look that up. And what is the policy number, please?
[CUSTOMER][NEUTRAL] I don't know it offhand.
[AGENT][NEUTRAL] OK, let's look it up by your name. How do you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] Thank you. And your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. If I could just have your date of birth, sir, and a phone number and I can, I will be glad to look it up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. Excuse me just one moment, sir. I'll be right back. Excuse me, just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Uh thank you uh for holding, [PII]. So I found, uh, your claim. And so what we're gonna do is we're gonna talk to somebody in the disability department, um, and they will be able to, uh, to help you with uh, with that. It does look like it was received, um, and then, uh, we can have uh someone talk to you about your, um,
[AGENT][NEUTRAL] About your, uh, submission. So again, if you'll excuse me just one moment, sir, I'm gonna get somebody from disability and they'll be right. I'll be right back. Excuse me one moment please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You, you are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Oh [PII], I'm so glad I got you. So, um, this is [PII]. Uh, can I give you a, uh, policy number please, ma'am? And um you can help me.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You sure can.
[AGENT][NEUTRAL] It's uh 02, yeah, it's 0236.
[CUSTOMER][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1828. And his name is [PII] and I, I have verified him for everything that we were doing.
[AGENT][NEGATIVE] And uh I gave him his policy number. He didn't know which it was, so he just turned in a claim, claim number 3576423, but it's being denied. So here's the first thing. So it's incomplete, uh, form.
[AGENT][NEUTRAL] Um, complete the, um, statement of the insured, which is the employee's portion of the claim, and here's my dilemma. Um, I do not have any idea. I mean, I could, I could look at his policy. I could figure out, I mean that part, but I've got to tell you I don't have the first idea of what he needs for this, so I was wondering, please, ma'am.
[AGENT][NEUTRAL] If I could have you talk to him.
[AGENT][NEUTRAL] About this claim.
[CUSTOMER][NEUTRAL] Yeah, let me get him pulled up. Hang on just a second.
[CUSTOMER][NEUTRAL] Let me get everything because I'm gonna look and see what documents we received and what he needs to do.
[AGENT][NEUTRAL] Yeah, cause I, I couldn't tell you. Absolutely.
[CUSTOMER][NEUTRAL] Hang on just a quick sec.
[CUSTOMER][POSITIVE] And I'll be happy to. I can talk to Mr. [PII] and of course the callback number is on file, everything.
[AGENT][NEUTRAL] Right, it's the one ending in [PII]. Um, I put it into the notes, uh, but, um, but yeah, uh, so I got all that good stuff verified. Um, it's just the remarks code and what his portion is that needs to be fixed and I just, yeah, I looked at that and I was like, oh, OK, help.
[CUSTOMER][NEUTRAL] I talked to, I thought this was sounding familiar. You see where I talked to him.
[CUSTOMER][NEUTRAL] On the [PII] he's calling in every day.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, he certainly is doing that and he didn't even have his, his policy this time. I had to look it up, so, um, I guess, I think he's on the road or something. Yeah, I don't know what his problem is, but um may I transfer him to you, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Well, uh, you are the best. Thank you.
[CUSTOMER][POSITIVE] Would you please? I'll be happy to take care of this. Thank you, [PII]. Take care.
[AGENT][POSITIVE] You're the best.