AccountId: 011433970860
ContactId: 7d0a2f43-3e83-4dea-9433-6621eca23898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269170 ms
Total Talk Time (AGENT): 90561 ms
Total Talk Time (CUSTOMER): 124089 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7d0a2f43-3e83-4dea-9433-6621eca23898_20250318T17:42_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is a [PII]. I'm just calling on behalf of one of my employees, um, [PII]. I wasn't able to submit his claim to the online portal for him, so we went and did it through our rep instead, which is, uh, Mr. [PII], and I just wanted to make sure because I wasn't able to get in touch with him, um, and he told me that he'd be able to give me an update on on how that claims processing and everything, um, today, and I just, I don't know if he's not in the office or if he's got something else going on, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need to know what to tell my employee about what's going on.
[AGENT][NEUTRAL] OK, well, I can definitely um check for you and see if there's a claim status, and you said you're calling with the group?
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][NEUTRAL] And [PII], what's your group number and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Yes ma'am, this group number, let me see because we got a couple different policies with you all, just give me one second. Yes ma'am, thank you.
[AGENT][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright, so I think the group number is gonna be 249-07.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you said the employee's name is [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] All right, and [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII], Hold on one second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm just hoping they're done. They're pretty close to finishing processing this because I think this was like 2 weeks ago we submitted this or something like something like that.
[AGENT][NEUTRAL] OK, and then, um, [PII], I just need you to verify the member's date of birth if you can.
[CUSTOMER][NEUTRAL] Yes ma'am, of course, um, it's gonna be [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And is this for data service, [PII]?
[CUSTOMER][NEUTRAL] Um, let me grab his, his phone real quick. I can't remember.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So that's Avis, not bad.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry, I got a couple of things on my plate right now. I'm just going through. Yes, ma'am, Miss.
[AGENT][POSITIVE] No, you're fine. Take your time.
[AGENT][NEUTRAL] I hope it is because this is the only claim.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Wait, is, is it the hospital but it's for a hospital indemnity?
[AGENT][NEUTRAL] Yes, this is a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. This is for the [PII].
[AGENT][NEUTRAL] OK, good. OK, so the, well, there's a few dates on here, but um I'm showing that we did receive the claim on [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 35727.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 000 sorry you caught me off guard 35727.
[AGENT][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] Mhm. 14.
[CUSTOMER][NEUTRAL] 14
[AGENT][NEUTRAL] And then on.
[AGENT][NEUTRAL] [PII], and we finished processing the claim. We paid out to the insured.
[CUSTOMER][POSITIVE] Yes ma'am, though to Mr. [PII] to his uh direct deposit y'all ACH that? OK, perfect.
[AGENT][NEUTRAL] Yes, it was direct deposit. Mhm.
[CUSTOMER][POSITIVE] Awesome. So they already gotten taken care of. That is so great news and thank you so much, ma'am. I really appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you did excellent, [PII].
[AGENT][POSITIVE] Alright, well, thank you so much for calling APO Christian. I hope you have a great week.
[CUSTOMER][POSITIVE] Yes ma'am you too stay blessed by yes ma'am bye.
[AGENT][POSITIVE] Thank you, you also. Bye-bye.