AccountId: 011433970860
ContactId: 86b046e0-7df6-4d4d-b757-50340074b204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319720 ms
Total Talk Time (AGENT): 125201 ms
Total Talk Time (CUSTOMER): 160899 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/86b046e0-7df6-4d4d-b757-50340074b204_20250502T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Go do what I told I do. Ain't nothing in there. Hold on, hold on one moment. There's a computer to her room.
[CUSTOMER][NEUTRAL] Where they come from? What in the closet?
[CUSTOMER][NEUTRAL] Take them out that closet and give me my computers.
[CUSTOMER][POSITIVE] Oh, I'm so sorry. Yes, I'm calling.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] Uh, I was supposed to get a call back yesterday about a claim and I did not get a call back and um I'm seeing that a new claim was put in for today, and the problem that I have with that is you're gonna do another 5 days. One of the students came to my saying that the needed me but I can't not available right now.
[CUSTOMER][NEUTRAL] OK, the issue is that she's trying to keep computers that I told the kids to collect, and she said that Ms. [PII] was her boss. I need my computers out that room.
[CUSTOMER][NEUTRAL] Yeah, so can one of y'all go down there please? OK, I'm, I'm so sorry. Yes, and so my concern is that the mistake was done on you guys that's parts, so why would I have to wait any longer for a claim to be processed?
[CUSTOMER][NEUTRAL] Over
[AGENT][NEUTRAL] Let me take a look at the claim.
[CUSTOMER][NEUTRAL] Uh, I'm confused about what's going on.
[CUSTOMER][NEUTRAL] OK. What do you
[AGENT][NEUTRAL] OK, I can help you. um, well, 1st may I have your name and a good contact number and then your policy number?
[CUSTOMER][NEUTRAL] Huh, OK, get another one. [PII], um.
[CUSTOMER][NEUTRAL] 2881 policy number is 2527441.
[AGENT][NEUTRAL] OK. And a good phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, so I have your policy here. Can you verify your mailing address and email address? And I see you gave your date of birth already.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] At [PII], not the [PII]. I'm sorry, you ask me so much stuff.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] You know, process is something else.
[AGENT][NEUTRAL] It's OK, and I, um, is the claim for you or your husband?
[CUSTOMER][NEUTRAL] My husband.
[AGENT][NEUTRAL] OK, let me go to him. Hold on one second.
[AGENT][NEUTRAL] OK. So, the claims were denied asking for the explanation of benefits for primary insurance and it looks like that's what was sent in. Let me see what, let me get caught up.
[CUSTOMER][NEUTRAL] It wasn't since then, it was already in there. The person didn't read the EOB. It's identified at 3. 31925 as the attachment. I put the dates on the on the attachment that goes with the EOB. I haven't seen anything in somebody else did that. It's not even no attachment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me get caught up. Let me just get caught up. I don't know, this is my first call, so let me just get caught up on what's going on.
[CUSTOMER][NEGATIVE] I know, and I'm just saying like it's, it's aggravating you got to do this every single time when I ask for a supervisor because every time I put in a claim this is the problem.
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] But we don't even.
[AGENT][NEUTRAL] If you just give me a second to try to help you. So this is not, I just wanted to look at what was happening because this looks like a claim was submitted. This is the claim being processed. So there's a payment of looks like $1,403.15. I just needed to look at everything so I can know what's going on. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK, cause the way you said it was like I had just submitted one. OK. Mhm.
[AGENT][NEUTRAL] Yeah, cause it does, which is like you said, it does look like that, but I, I just don't know what's going on. So let me get caught up and then I can let you know what's going on, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Hm. You are on hold.
[AGENT][NEUTRAL] OK. Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so yes, this is the claim being um processed. It finished processing. It has just a generic date, so it looks like it could have been last night or this morning that it finished, but it is a total of $1,403.15 and you all are set up on direct deposit. So, um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Depending on the bank, you know, 3 to 5 business days or sometimes they release it as soon as it's available.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, I do apologize for the confusion with this claim. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, that's it. No, ma'am.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I hope you all have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Ah.