AccountId: 011433970860
ContactId: 944aa7b9-f981-40ea-844f-3b83ee55991b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249899 ms
Total Talk Time (AGENT): 112763 ms
Total Talk Time (CUSTOMER): 95149 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/944aa7b9-f981-40ea-844f-3b83ee55991b_20250512T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line, spouse of Mr. [PII] with policy number 22.
[CUSTOMER][NEUTRAL] 79844.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, she got the spouse already granted, um.
[CUSTOMER][NEUTRAL] What is it, um, permission for us to release information about the policy. Um, the spouse is requesting information because she received a letter from us with a check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But she doesn't really know what it, where it's coming from. I've tried to search if we paid a claim or something on the [PII] um page, but it's not moving for me. It's kind of frozen. Um, could you check it with the check number and all of that for her?
[AGENT][NEUTRAL] Um, let me see, I don't think it's a billing check, um.
[CUSTOMER][NEUTRAL] Because I don't see
[AGENT][NEUTRAL] Let me see what's
[CUSTOMER][NEUTRAL] I don't see any notes on the policy.
[AGENT][NEUTRAL] Yeah, I don't either. What's the check number?
[CUSTOMER][NEUTRAL] Um, I didn't grab it.
[AGENT][NEUTRAL] Um, OK, I'm not sure if I'd be able to.
[CUSTOMER][NEUTRAL] I do see it's a web CPA.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] I do see it says um web CPA on the correspondence that we have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know what information I'd be able to give her because I don't see that it was a billing check so I'm not sure um.
[AGENT][NEUTRAL] Let me see if there are any other correspondence in on base.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What correspondence do you have do you see?
[CUSTOMER][NEUTRAL] Um, all I see is, um, web TPA that's only it says and everything is from [PII].
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] Yeah, um, I would maybe, I really don't know on this one. I don't know that there's anything I can help her with other than maybe transferring her to claims to see if they can check on it um let me look and see if I have access to that screen.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] I'm gonna try looking in in track and see if it will give me any information.
[CUSTOMER][NEGATIVE] Because I tried to pull it up and it's just the spinning and nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Is it like after you press enter, does it just never load?
[CUSTOMER][NEGATIVE] Mhm. I put in the policy and I was about to um put for part one and it's just spinning and doesn't move.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what mine's doing. I put the policy number in in part one and it just has that little hourglass.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Thing, it's not, let me try it on my other screen. I don't know why that's not working.
[AGENT][NEUTRAL] Now, both of my screens are doing that. uh.
[AGENT][NEUTRAL] We may need to get someone from.
[CUSTOMER][NEGATIVE] Yeah, it froze a lot of money.
[AGENT][NEUTRAL] Yeah, we may need to get someone from claims to check um to see if they issued anything because just on the billing side I don't see that we issued any any refund so I would have claims I can see um that's the only other thing that I can think of um.
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can't, it's not letting me pull that up it's just frozen so maybe somebody in claims will be able to pull that up to verify if they sent anything.
[CUSTOMER][POSITIVE] Mhm. All right. Thank you.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Bye.