AccountId: 011433970860
ContactId: 944ad177-703c-4644-908f-a89beb3519ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327019 ms
Total Talk Time (AGENT): 93308 ms
Total Talk Time (CUSTOMER): 126308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/944ad177-703c-4644-908f-a89beb3519ec_20250522T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from um the broker's office, uh, risk strategies, um, on Paramount Consulting. The group number is 17886.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, there is a, a client that, um, she's been going back and forth with me on APL and two services that they're not covering for her, um, APL is not covering, um, and she's trying to get a better understanding because they were previously covered on the prior year so she's now confused on why they're not being covered now.
[AGENT][NEUTRAL] Is it like a claim or is it like service of just being covered of um to get like a quote kind of thing?
[CUSTOMER][NEUTRAL] No, it was, it was a claim. So it was for a, yeah, it was um it was from back in October. Um, I actually have the claim, uh, do I have the claim numbers? Yes, I have the claim numbers for both of them that were um not covered and it's just trying to figure out why they were covered the year prior but not this, not the year, not for [PII].
[AGENT][NEUTRAL] A claim. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. Um, what is her, her name?
[CUSTOMER][NEUTRAL] Her name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, let me put you on a brief hold. I am going to find, um, [PII]'s or [PII]'s, uh, policy number, and then I'm gonna see if I can get someone on claims on the phone for you, OK? That way.
[CUSTOMER][NEUTRAL] I have, I, I have her policy, I have her policy number as well, yeah.
[AGENT][NEUTRAL] Oh, you do have it?
[AGENT][NEUTRAL] OK, OK. What is her policy number?
[CUSTOMER][NEUTRAL] 0228
[CUSTOMER][NEUTRAL] 1877
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect let me put you on a brief hold and get someone on claims for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] Right, I have someone from the brokerage office calling in regards to um group number 17886.
[AGENT][NEUTRAL] And um I guess one of the insured um submitted a claim and it got declined and they're curious as to why it got declined in last year it was approved.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, what is the.
[AGENT][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] Do you have the policy number for the insured?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be 22.
[AGENT][NEUTRAL] 81
[AGENT][NEUTRAL] 87
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the
[CUSTOMER][NEUTRAL] Did you get any information as far as who it's uh for?
[AGENT][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] Which, oh, it's OK, I see she's the only one on the policy.
[CUSTOMER][NEUTRAL] OK, um, you can send them over, uh, go ahead and send him over and I can get the rest of the information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] You're welcome, [PII].
[AGENT][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here. Hi.
[AGENT][POSITIVE] OK perfect I have [PII] from our claims department and she'll be able to help you out with your questions OK?
[CUSTOMER][POSITIVE] Perfect, perfect, thank you.
[AGENT][POSITIVE] Thank you. Uh-huh, bye bye.