AccountId: 011433970860
ContactId: 810a600e-5c34-4503-a7bc-b7b699f1099c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140210 ms
Total Talk Time (AGENT): 66792 ms
Total Talk Time (CUSTOMER): 33417 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/810a600e-5c34-4503-a7bc-b7b699f1099c_20241230T20:04_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm doing good um can you look at a claim with me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it's policy number 991,560.
[AGENT][NEUTRAL] On a Marvel Harris?
[CUSTOMER][NEUTRAL] Mhm. Is that last claim there from December.
[CUSTOMER][NEUTRAL] It says that it's on hold pending premium, but I don't know, first I don't even know if I could tell her that and then.
[CUSTOMER][NEUTRAL] I don't know what premium is due because December was just paid.
[AGENT][NEUTRAL] Yeah, looks like that's what it's pended for. Let me see what day is this client is for 12 8.
[AGENT][NEUTRAL] Because it's paid to one.
[AGENT][NEUTRAL] To [PII], so let me see, is [PII] here? Because it looks like we have premium. I'm not sure when she pinned this claim, maybe she hadn't got to it today. Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, looks like she must be out of the office today. I'm sure this probably must have came up on her report. Let me see when they applied premium.
[CUSTOMER][NEUTRAL] Looks like today.
[AGENT][NEUTRAL] Yeah, maybe, um, yeah, yeah. So she hasn't, she's out, so that's why it hadn't been processed yet.
[AGENT][NEUTRAL] So I was, is it the insured calling?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I would just let them know cause I don't think the EOB has printed for this. Let me double check.
[AGENT][NEUTRAL] Yeah, I would just let them know it's in processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's what I will let them know because since we do have the premium, I would just let them know it's in processing.
[CUSTOMER][POSITIVE] Alrighty. Well, thank you.
[AGENT][POSITIVE] Yeah. Uh, you're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Mm bye.