AccountId: 011433970860
ContactId: 8a6abbab-a12e-42f3-8657-08228ca1ee74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271559 ms
Total Talk Time (AGENT): 57959 ms
Total Talk Time (CUSTOMER): 142824 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8a6abbab-a12e-42f3-8657-08228ca1ee74_20250415T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, this is [PII] with Southeast Insurance Group in [PII], and I am calling to check on a claim for one of my clients.
[AGENT][NEUTRAL] OK, [PII], um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're with the broker's office? Is that correct?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have the policy number for the member?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 2309798.
[AGENT][NEUTRAL] And what was that policy member's name and date of birth?
[CUSTOMER][NEUTRAL] His first name is [PII]. Last name is [PII], and his date of birth is, uh, not on the portal. All right, hang on a second, let me find it.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a good email address?
[CUSTOMER][NEUTRAL] Yes, it's my [PII] name, [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And what date of service are we looking for?
[CUSTOMER][NEUTRAL] Well, honestly, I don't know. It was sometime last year, this gentleman had a heart attack. And so we had sent him the paperwork to file for the critical illness rider on his, um, cancer policy, I believe. And so,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mr. [PII] said he has not received anything from APL. I'm assuming that he sent in the claim, but I don't have the paperwork, so I'll just get a more of a, of a better picture of what's going on. Have y'all received any claim from him for a heart attack in [PII]?
[AGENT][NEUTRAL] No, I don't have any claims at all on file. Let me check the notes though, see if we've got anything in there about any, anything that if he's called or let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't have anything at all in here, no claims on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will give him a call back and see if he can just send those claims to me and I can upload them for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's one person can we look up another individual within this group and you can close out that um.
[CUSTOMER][NEUTRAL] Uh, what, whatever notes you have on Mr. [PII].
[AGENT][NEUTRAL] OK, let me make a note real quick.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][POSITIVE] OK, I'm ready for that next uh policy number.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 236-5591
[AGENT][NEUTRAL] OK, thank you. And what's that uh member's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, I've not seen any claims on file for her either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, she had said that she had sent me one a while back. I'll have to search my inbox and see uh.
[CUSTOMER][NEUTRAL] See if I got that from her and we'll try to she was trying to find a uh a follow wellness claim.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] And so, um, I will help her try to do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, I certainly appreciate your help today. Thank you for all that information.
[AGENT][NEUTRAL] All right, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, not at this time.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Thank you.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Bye bye.