AccountId: 011433970860
ContactId: 8f93ada6-9c50-45ca-a5c5-8962726b42c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280320 ms
Total Talk Time (AGENT): 128632 ms
Total Talk Time (CUSTOMER): 56535 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8f93ada6-9c50-45ca-a5c5-8962726b42c6_20250304T14:25_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] Yes I was calling to check on the status of my insurance claim.
[AGENT][POSITIVE] OK, well, I can definitely help you with your claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's 252-078-41.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And that was 252-078-41?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it's coming back.
[AGENT][NEUTRAL] It's not found. Hold on one moment.
[AGENT][NEUTRAL] And your last name, is it two Ls or one?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] And your first name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The, OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and is it for the, which policy, the short-term disability, um, critical illness or accident?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Short term.
[AGENT][NEUTRAL] Oh, OK, there's no one at the end. All right, hold on one moment, I'm gonna pull it up now. We almost had it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Alright, and I'm in the policy now. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um is it alright if I place you on a brief hold while I look at the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So we've been trying to contact the employer, um, we're trying to reach out to [PII]. Um, we're trying to determine if your premium for your insurance is deducted pre-tax or post-tax so that we can process the claim, we just need to know how it's taken out, um, and we can't verify that with him because we can't reach him. Looks like he yesterday, well, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] I got I got a phone number if you guys need it.
[AGENT][NEUTRAL] Well, we, so she has a contact, um, [PII]. So the last time we reached out, um, hold on one second.
[AGENT][NEGATIVE] was Friday, hold on, wrong month.
[CUSTOMER][NEUTRAL] Yeah, they don't work on Fridays.
[AGENT][NEUTRAL] Yeah, and they will be in the office on Monday, so she'll probably be given a call today to try to reach out to them um to determine it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we know how the premium is deducted, we can go ahead and process the claim for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm.