AccountId: 011433970860
ContactId: 878c0314-ec24-40cd-a159-8271d931e6b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657070 ms
Total Talk Time (AGENT): 262275 ms
Total Talk Time (CUSTOMER): 94013 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/878c0314-ec24-40cd-a159-8271d931e6b7_20250616T13:01_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Ma'am, can you take me off the speakerphone cause I can barely hear you.
[AGENT][NEGATIVE] I'm not on the speakerphone. I'm, I'm just having trouble with my phone this morning.
[AGENT][NEUTRAL] I'm sorry. My name is [PII]. I'm
[CUSTOMER][NEUTRAL] OK. Is there any way that I can
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there any way that I could speak with [PII] please?
[AGENT][NEUTRAL] Uh, yeah, I can certainly try her, uh, line, and may I tell her who's calling?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK. Is there a particular um policy number that I need to look up [PII] for her or you?
[AGENT][NEUTRAL] Is there something you really just
[CUSTOMER][NEUTRAL] Yes, it's 620.
[CUSTOMER][NEUTRAL] 424.
[AGENT][NEUTRAL] OK, give me just one moment, please. I'll be right back. Excuse me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, um, [PII], I'm sorry, she's not in the office right at the moment. Can I take a message? Can I have her call you?
[CUSTOMER][NEUTRAL] Uh, ma'am, I'm calling about my benefits. I'm just trying to see where they are because they have not arrived to my bank.
[AGENT][NEUTRAL] Did I write like, OK, let me have you talk to somebody in the accident, um, department, and they should be able to assist you. Excuse me just one moment please and see what.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK, they, uh, I, I will have somebody in accident, uh, call you back on this. Um, now I do show, uh, I, I do show, um, that there is a claim that was just done, and this is for [PII]. Is this the one that we're referring to?
[CUSTOMER][NEUTRAL] Yes, cause normally it's in the bank. If it's if the [PII], it's the [PII], it's normally in the bank. [PII] already have it in the bank. It would have been there Friday and and someone told me that it was already done, it should be in my bank and they have not hit my bank.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is not OK. Well, I show that something was just done. It looks like it's for a data service [PII]. Um, it looks like the provider was a Nadie Cobb and so what I'm going to do is I'm going to have somebody in in the, I'm sorry, in the accident disability department contact you, uh, regarding this claim that was just processed and what, and, uh, yes ma'am, mhm.
[CUSTOMER][NEUTRAL] Ma'am, ma'am, ma'am, ma'am, uh, do you have [PII]'s direct line because that's the person who works on my case.
[AGENT][NEUTRAL] That is who I was contacting with the uh with her direct line. It is the um Accidents and Disability Services.
[AGENT][NEUTRAL] That's and they're and they are all on the other lines right now. Now [PII] isn't actually in the office at the moment, but the other representatives, uh.
[CUSTOMER][NEUTRAL] Well, can I speak with her supervisor?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if we can't do that. Excuse me just a moment.
[AGENT][NEUTRAL] Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII] in the claims department. I was helping a Cynthia page with an accident policy.
[AGENT][NEUTRAL] Um, and she is, uh,
[AGENT][NEUTRAL] Let me give you the policy, the policy number, please. It's um 006.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] 424
[CUSTOMER][NEUTRAL] I'm sorry, 4240?
[AGENT][NEUTRAL] Uh, yeah, I'm sorry, it's uh 006.
[AGENT][NEUTRAL] 2042.
[AGENT][NEUTRAL] 424. And I'm sorry, I'm having a little trouble with my phone. Uh, it sounds kind of strange, but I, I apologize.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, can you give it to me one more time?
[AGENT][NEUTRAL] Of course, absolutely. It's 006.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, and what, what was her question?
[AGENT][NEUTRAL] Yes, OK, so there is a claim number that was just done. It's 3608001. Now first she wanted to talk to [PII], uh, who is, I don't know, I don't see that she's in the office, um, but, uh, this has already been done, but this woman, uh, Ms. Page wants to know why this is not cashed into her account right now, and I explained to her it looks like it was just done.
[AGENT][NEUTRAL] Um, but she also wants to talk about her benefits and she wants to know why this hasn't, this wasn't done earlier than um, than today.
[AGENT][NEUTRAL] And I don't know what to tell her, um, she's, but she wants to know about this claim in particular.
[AGENT][NEUTRAL] And I don't know whether to, I, I, I asked her if I, I asked her if I could do a call back, um, so I could do a hub request. She doesn't want that. She wanted someone, she wanted to talk to [PII]'s supervisor and I, I don't know, I didn't know what else to do for it besides uh do claim support.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Uh, just bear with me just a moment.
[AGENT][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] And I don't even show a [PII]. I show a [PII]. I, I just, I don't know.
[AGENT][NEUTRAL] I was looking um
[CUSTOMER][NEUTRAL] Oh, she's under [PII].
[AGENT][NEUTRAL] [PII], yeah, I, I was, I don't know whether I, I was trying to find her, um.
[AGENT][NEUTRAL] And when I put her into the to do uh a uh you know, to do a quick uh tra I mean uh transfer, I didn't, she wasn't coming up to anybody and I don't know whether that's, you know, when I'm looking at, I'm doing uh see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she's coming up in my system.
[AGENT][NEUTRAL] Is [PII] a benefit adjuster, but even so, I'm not showing her as being active. And so I don't really know what to do with, with, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With Miss [PII].
[AGENT][NEUTRAL] Yeah, I, I explained to her that the.
[CUSTOMER][NEUTRAL] Uh, sure, just give me just a minute and then, yeah, it, it looks like it was just processed today so I, I mean it would show up in her account the normal business days like from her bank so we don't really have any control over that but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I told her that.
[AGENT][NEUTRAL] I told her that.
[AGENT][NEUTRAL] Yeah, I told him.
[CUSTOMER][NEUTRAL] Um, sure, give me just a moment and I'll.
[CUSTOMER][NEUTRAL] Let her know that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I promised her I told her all that, and then the next thing I know she went off on me and it's, I guess it's just a Monday morning thing. I don't know.
[AGENT][NEUTRAL] But I think her main concern was that.
[AGENT][NEUTRAL] She wanted to know why it wasn't processed sooner.
[AGENT][NEUTRAL] I don't know what to tell you like
[CUSTOMER][NEUTRAL] OK, and all her information was verified?
[AGENT][POSITIVE] Yes, ma'am. Yes, it was. Everything's been taken care of along that line. I just needed to um.
[AGENT][NEUTRAL] Figure out this claim.
[CUSTOMER][POSITIVE] OK, uh, sure, well I'm, I'm ready for the call.
[AGENT][POSITIVE] OK, thank you very much. I'm just gonna go ahead and leave it now. Thank you.