AccountId: 011433970860
ContactId: 8ec1bc78-1c5b-4947-ad80-2f4805654699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347750 ms
Total Talk Time (AGENT): 118000 ms
Total Talk Time (CUSTOMER): 147642 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8ec1bc78-1c5b-4947-ad80-2f4805654699_20250612T17:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to get uh to look into a policy, um, the, uh, claim, uh, see how it's coming along now.
[AGENT][NEUTRAL] I'm sorry, uh, you're wanting a claim form?
[CUSTOMER][NEUTRAL] No, ma'am, I was calling checking on a claim. Yeah, I just wanna see the progress of it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes well.
[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].
[AGENT][NEUTRAL] Oh, I don't know where I'm here. OK, and do you have your policy number?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello man I still there?
[AGENT][NEUTRAL] Uh yes, sir. I think the phone is, I think the phone is cutting out. Uh, what is the uh policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK, pull up, yeah, I had it on there, man. I had it in my hand now. Let's hold for a second. The policy number is 2495024.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And see and.
[AGENT][NEUTRAL] And verify your date of birth, mail address, and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, looks like they're waiting for medical records from the medical provider, Doctor [PII]'s office.
[AGENT][NEUTRAL] Along with the attendant physician claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. So it looks like we're just.
[CUSTOMER][NEUTRAL] I think it was supposed to be um.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, man, I think, uh, you know, process of sending off of that had been they we already send it, I believe, um, I'm gonna check the status on that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, I have a question. Yes, ma'am, uh, ma'am, uh, my wife, she has a question for you, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Speak with her a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, I was, um, I wanted to find out, OK, uh, we had, um, some life insurance with you all also.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Is there any way you can um tell me if that's still canceled or I mean is it canceled or is it active or can we pay it or what's going on with that?
[AGENT][NEUTRAL] Uh, don't show any life policies. Did you have it under your own name?
[AGENT][NEUTRAL] Ms. Waa.
[CUSTOMER][NEUTRAL] No, it's under my husband's name with the job he had a um.
[CUSTOMER][NEUTRAL] He's not with the job, um, so I don't know if it canceled when he.
[CUSTOMER][NEUTRAL] Cause he's out for health reasons, so I don't know.
[AGENT][NEUTRAL] Uh, I don't
[CUSTOMER][NEUTRAL] Cause they were taking it out the check.
[AGENT][NEUTRAL] OK. I don't show any history of a life policy. I only show he has a short-term disability.
[CUSTOMER][NEUTRAL] OK. All right. I just want to make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there
[CUSTOMER][NEUTRAL] So they were just waiting on the medical.
[AGENT][NEUTRAL] Uh, yes, ma'am. We just need, uh, waiting on medical records and attended physician's form, and then once that is received, then they can review and then give out the claim decision but we just haven't received it yet. It looks like they requested it on the [PII].
[CUSTOMER][NEUTRAL] Now I
[CUSTOMER][NEUTRAL] Not the um.
[CUSTOMER][NEUTRAL] The um form, I turned that in because she signed it and gave it to me and I sent that with all my other, all the other paperwork.
[AGENT][NEUTRAL] OK. Um, but, once we receive the medical records, then they can review the claim.
[CUSTOMER][NEUTRAL] So then they, they must ask for something else.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] So we'll just um check back with you all then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye.