AccountId: 011433970860
ContactId: 7b3bf709-ae94-4e79-9c35-fd6e8e9c40ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354899 ms
Total Talk Time (AGENT): 162559 ms
Total Talk Time (CUSTOMER): 102672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7b3bf709-ae94-4e79-9c35-fd6e8e9c40ac_20250219T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], uh, this is [PII]. I'm calling in because I'm trying to locate.
[CUSTOMER][NEUTRAL] Um, my claims.
[CUSTOMER][NEUTRAL] Um, folder to do a reimbursement on a deductible that I paid.
[AGENT][NEUTRAL] All right, [PII], and is this a reimbursement, sorry, for a policy or a group?
[CUSTOMER][NEUTRAL] Um, I went, we had a, my wife had a procedure done and we paid the.
[CUSTOMER][NEUTRAL] The deductible at the office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I wasn't aware about the gap insurance for my employee, so after I did that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So yesterday I signed in and I made my profile.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I know I'm go to a website to download the claims application.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And I was just trying to look for that.
[AGENT][NEUTRAL] All right, we are pretty much looking for a claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Mr. [PII]. Do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] I could give you my social.
[AGENT][POSITIVE] All right. Give me just a second. All right, I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and let me just a second so I can pull up that policy for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna do right now is I'm gonna go ahead and um pull up your policy and verify all your information and as soon as we're done with that, I can go ahead and transfer you to the claims department so they can assist you further with that um claim status. Does that, does that sound good, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, um, I know they, they told me I had to go um online to do it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That my wife has all the paperwork to do it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I was able to pull up your policy. Let's see. And is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, perfect. Would you like to write down your policy number?
[CUSTOMER][NEUTRAL] Yeah, what is it?
[AGENT][NEUTRAL] Mhm. That will be 24.
[AGENT][NEUTRAL] 27
[AGENT][NEUTRAL] 991.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And would you mind verifying just uh really quick for me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much, Mr. [PII]. I will go ahead and um connect you with the claims department so they can look up if they if they have received that claim for you.
[CUSTOMER][NEUTRAL] Well, no, I haven't done it yet. I have, I have to do the clean.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, you haven't done it. Oh, OK.
[CUSTOMER][NEUTRAL] No, yeah, so I.
[CUSTOMER][NEUTRAL] Because I go to claim forms?
[CUSTOMER][NEUTRAL] To pull out the form that I fill out and when I go there it logs me out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see really quick. OK, let's see if there's anything in the system. Give me just a second.
[AGENT][NEUTRAL] OK, from my end, I do see that the um
[AGENT][NEUTRAL] On your account is active, but I don't see any issue with it. Still, I will have to transfer you to the claims department since they are more familiar with that section of the of the website so they can assist you. Does that sound good?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you very much for calling Mr. [PII]. I will go ahead and transfer you with them and provide all your information so you don't have to repeat yourself, all right?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right. You have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello. Hey, I have Mr. [PII] with policy 242.
[AGENT][NEUTRAL] 7991.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He, he is about to file a claim for reimbursement within the um APO website and he needs instructions on how to work it out. Is that something you can help him with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] It would be a pleasure to assist you with that. I love helping people learn how they can do that.
[AGENT][POSITIVE] All right. I already verified all his information and that's all he needs.
[CUSTOMER][POSITIVE] All right, well, thank you, [PII], and I hope you have a great afternoon.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.