AccountId: 011433970860
ContactId: 83117015-b854-480b-b044-e6e454493baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134529 ms
Total Talk Time (AGENT): 30369 ms
Total Talk Time (CUSTOMER): 79048 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/83117015-b854-480b-b044-e6e454493baf_20250324T20:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm OK. Um, I have a member or insured on the other line who, um, needs help with his claim. He thinks that he has like a claims agent. I told him he didn't. I gave him the claim status and what, you know, we were asking for. The claim form is incomplete. And he's like, well, I have a claims agent. Um, we've been talking to him all day. I was trying to get back to him [PII]. I thought it was [PII], but I guess not. Can you look at this uh for me?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 236-1828.
[AGENT][NEUTRAL] On uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he has a question about his disability policy, his claim.
[CUSTOMER][NEUTRAL] Yeah, and the paperwork, um, because he, so he's thinking the doctor starts with an H. I'm like, well, the doctor on here is [PII], and he's like, well, can you, can you tell me who the doctor is? And I'm like, not outside of what was submitted to us. And then he said, well, I have a claims agent. She's supposed to call me back and I see some notes in here, so I thought that was [PII], but she said it wasn't her, so I don't know who to get them to. And Miss [PII] processed the claim, so.
[AGENT][NEUTRAL] Mm. Let me see, let me check notes.
[AGENT][NEUTRAL] Let me take a glance at the notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII] maybe no, no, [PII]'s last name is not [PII].
[AGENT][NEUTRAL] This is probably [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Mhm. It looks like maybe that's who he spoke to was [PII].
[AGENT][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] OK, let me see if.
[AGENT][NEUTRAL] Yeah, that's, yeah, he spoke with [PII].
[CUSTOMER][NEUTRAL] She's available.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][POSITIVE] Alright, so I'm writing her now thank you.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] OK, all right, you're welcome bye.
[CUSTOMER][NEUTRAL] Bye bye.