AccountId: 011433970860
ContactId: 84c8565b-acb3-4b5d-8188-af5cc9cb691c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287489 ms
Total Talk Time (AGENT): 73505 ms
Total Talk Time (CUSTOMER): 151221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/84c8565b-acb3-4b5d-8188-af5cc9cb691c_20250428T17:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in Broker Resources. How are you?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have somebody from the broker's office for group number 26683.
[CUSTOMER][NEUTRAL] And she's wondering about a claim that was sent in for um.
[CUSTOMER][NEUTRAL] Her name's [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] A and I have her policy number as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 02556088 she's just wanting to call about the claim and it looks like one of her coworkers submitted the claim and that coworker is no longer with the company so she's calling to check on it to see how it's going or if anything additional is needed.
[AGENT][NEUTRAL] OK, do you know if it's a Metlink or is it an accident? It is? OK.
[CUSTOMER][NEUTRAL] It is my blink.
[CUSTOMER][NEUTRAL] Yeah, yes, um, let me give you her callback number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm gonna spell her name for you and
[CUSTOMER][NEUTRAL] I could not understand exactly how to pronounce it, but it's [PII] This is who is calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you and your name was? I'm sorry.
[AGENT][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII], that's right, give me just a second, I'll join you guys. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, I have [PII] on the line and um and excuse me and claims for you and she's gonna take it from here.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh-huh. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] This is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hi, good, and you?
[AGENT][POSITIVE] I'm great, thanks for asking. I'll be happy to verify the claim status. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And do you have a data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'll tell you right now what the data service would be.
[CUSTOMER][NEUTRAL] Um, let me see if I can get something on the phone.
[CUSTOMER][NEUTRAL] When when you
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or do you by chance have the claim number?
[CUSTOMER][NEUTRAL] Mm, um, the thing is that one of my co-workers, she, um, actually she submitted the claim for us, but I don't know if she submitted it through email or what did she do, but she's no longer with us, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't, I wouldn't have it. I can tell you from the original they sent.
[CUSTOMER][NEUTRAL] Actually, I'm gonna look at my file before I do that.
[CUSTOMER][POSITIVE] Oh, that's smart of me, um.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Just I just stay home.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] He did a form for data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. It looks like we are asking for the diagnosis code on this one.
[AGENT][NEUTRAL] And let's see if there's anything else.
[CUSTOMER][NEUTRAL] Do this is sort of
[AGENT][NEUTRAL] That they're asking for.
[AGENT][NEUTRAL] Yeah, looks like they're asking for the diagnosis code.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Which is the reason for
[CUSTOMER][NEUTRAL] OK, and that would be found in the explanation of benefits, right?
[AGENT][NEUTRAL] No, the uh diagnosis code would be the reason for the treatment. They can obtain that from the provider.
[CUSTOMER][NEUTRAL] They can came out from the provider? OK. And who was that email sent to? Was it sent directly to the, to [PII] or was it sent to when it was?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] This would have went to the insured, so this would have went to [PII].
[CUSTOMER][NEUTRAL] OK. Would you have a claim number so I can have it from my system if I have to, if I have to call back, please?
[AGENT][NEUTRAL] Sure. This one is.
[AGENT][NEUTRAL] 358-411-2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. I got it. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.