AccountId: 011433970860
ContactId: 90e3c3f7-6df1-46df-8cea-be8ef571c599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364899 ms
Total Talk Time (AGENT): 214270 ms
Total Talk Time (CUSTOMER): 150430 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/90e3c3f7-6df1-46df-8cea-be8ef571c599_20250527T18:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good how are you, [PII]?
[CUSTOMER][NEUTRAL] Hey, I'm good. Hey, [PII], does [PII] usually work on like disability claims?
[AGENT][NEUTRAL] Um, yeah, she's a disability and cancer claims typically, but she's on that team, so she handles kind of anything that they would handle.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I should probably reach out to her then. This insured's been calling on this disability claim for what seems like a very, very long time, so I'll just reach out to her. She's probably the best person. I just wanted to double check.
[AGENT][NEUTRAL] She might be, it looks like she's out of the office. I don't know if she's just on lunch or if she's not here. Hang on, let me check our calendar and I can let you know for sure.
[CUSTOMER][NEGATIVE] Oh shit, oh gosh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if she's here today.
[CUSTOMER][NEGATIVE] This poor guy, like I'm just saying, [PII], this poor guy when he calls like I've talked to him so much that like I don't even ask for his policy number like oh.
[AGENT][POSITIVE] Oh, wow.
[AGENT][NEUTRAL] Yeah she's out today she's on um PPT today so she's not even here. Is it something that we can look into for you and then somebody call him back or what do you think? Like I I guess kind of what the what the gist of going what's going on, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Yeah, so the claim's been under like review from Doctor [PII] and the last like date I see on there is like [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, that's a lot.
[CUSTOMER][NEUTRAL] Like in [PII], you know what I mean? I know, and like he literally call, I'm not lying, he calls every day.
[CUSTOMER][NEUTRAL] Checking on it and it's just like you know we keep telling him like, OK, yeah, and then I see and then do you want the policy number? I don't know. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, go ahead and give me that.
[CUSTOMER][NEUTRAL] So is policy number 02597994.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I talked to him I think on Friday actually.
[CUSTOMER][NEUTRAL] Um, and it was still the same thing, and I think if I go back, I think it was [PII] who tried to call him back, but he didn't answer.
[CUSTOMER][NEUTRAL] And of course, it was a holiday, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, so it looks like [PII] tried to call back on [PII] I think [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Left a voicemail and then says got no answer left information for a return call.
[CUSTOMER][NEUTRAL] But the claim still shows under review like I don't see anything different on it.
[AGENT][NEUTRAL] Yeah, so on [PII].
[AGENT][NEUTRAL] There was um a call back.
[AGENT][NEUTRAL] Made to him because we were needing information from his provider and we received that um and so it was sent back to medical review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see, doesn't wanna have to wait 7 to 10 days.
[AGENT][NEUTRAL] And then of course we'll see if we can so that was on [PII], so that was still.
[AGENT][NEUTRAL] A week ago, but I wonder if he was not in the office next week or last week. Cause he normally.
[AGENT][NEUTRAL] Performs those reviews like throughout the week and or Thursday Friday and responds kind of on a weekly basis usually towards the end of the week um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So I'm not, uh, is [PII] here today cause she's over that team.
[AGENT][NEUTRAL] And there's not anywhere like it's not a public email that it goes to it goes to like a select few people so there's not even any way that I can go oh yeah we received it it's right here let me get this sent over and we'll get you know like I have no idea um so the best that I can do you can reach out and contact [PII] if you want to because she is over that, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Team and she's the one that receives the emails just because she may be able to be like yes we have something or no we don't um or I can send something and reach out and then let you know I'm not because I don't have access that's really the best that I can do personally.
[CUSTOMER][NEUTRAL] OK, do you think it's better to send her an email or just send her a message like on Teams?
[AGENT][NEUTRAL] Um, either way, I mean she's pretty responsive either way so it just whatever, yeah, and we can just kind of, you know, it like I said I can do it or you can do it and I can copy you whichever it does not matter to me, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Yeah, it doesn't matter. I don't mind reaching out to her like I said just because you know I don't know like what to tell this guy.
[AGENT][NEUTRAL] Yeah and I would just let her know like you know it is in the notes that we resent it on [PII] so I just wanted to see if we had an update because he contacts us daily to see where his policy is at because we've been at this for almost a month.
[CUSTOMER][NEUTRAL] Right OK.
[CUSTOMER][NEUTRAL] Right, OK, I will do that, [PII].
[AGENT][NEUTRAL] And just kind of see if she's gotten anything because if she has gotten something and she sent it to [PII] to be processed, [PII]'s not here today so it's not even gonna get reviewed by her until she's back in the office, which if I looked at the calendar correct if if uh if all goes accordingly she'll be back tomorrow so it'll be tomorrow at the earliest if that's what happens unless she sends it to someone else to go ahead and process so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, sounds good, [PII]. Well, thank you for that. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem at all have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm.