AccountId: 011433970860
ContactId: 840b2662-c25d-45ec-bea3-c33b7de200eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286619 ms
Total Talk Time (AGENT): 78019 ms
Total Talk Time (CUSTOMER): 70028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/840b2662-c25d-45ec-bea3-c33b7de200eb_20250610T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to check on my claim I submitted um [PII].
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] and it's spelled [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] No, let me pull it back up. I'm sorry, I just had it, uh.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Let me see what it is. OK, um, 240-8867 or.
[CUSTOMER][NEUTRAL] I have another one. I'm not sure which one it is.
[AGENT][NEUTRAL] OK, and Miss [PII] verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Uh, it looks like the claim has been received and it's pending eligibility information. Uh, once that has been received, the claim would be released.
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out what's taking so long, OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Do, well, there were two claims. Do you need anything from me or is it just verifying from my insurance that I have the coverage?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other claim, which policy was it for?
[CUSTOMER][NEUTRAL] Um, it was for my daughter. It, uh, let me see what policy they may have put it under. I didn't.
[CUSTOMER][NEUTRAL] They may have put it under, I don't know um the 249-866-0.
[CUSTOMER][NEUTRAL] Maybe she went to urgent care?
[AGENT][NEUTRAL] And what's your daughter's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, let's see.
[AGENT][NEUTRAL] I don't show a claim for your daughter and with that other policy which a hospital indemnity plan, I don't show her as being listed as a
[AGENT][NEUTRAL] Depending or being covered under the plan.
[AGENT][NEUTRAL] Yeah, because I'm showing that policy number you gave that 249-866-0. I'm showing that policy is being an individual policy only, so I don't show your daughter has been under there and I don't show a claim being received for her.
[CUSTOMER][POSITIVE] OK thank you I appreciate it. I'll call back in a couple of days to check status.
[AGENT][POSITIVE] OK, uh thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye