AccountId: 011433970860
ContactId: 96cf06f8-994b-4ee1-b62f-37f2eca1dd7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365880 ms
Total Talk Time (AGENT): 152113 ms
Total Talk Time (CUSTOMER): 130210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/96cf06f8-994b-4ee1-b62f-37f2eca1dd7b_20250318T13:32_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] Hi, [PII]. I have a claim that I wanted to check to see what the status was. I went online when I first sent it and I saw that it was processing or that you received it and now all of a sudden there's nothing there at all. So I don't know if what happened to it, so I was just calling to check.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well, I can definitely help you with the um claim status. I I I'm not sure why it disappeared either, but I'll be more than happy to look into it for you.
[CUSTOMER][NEUTRAL] Yeah, I know it's kind of
[CUSTOMER][NEUTRAL] Kind of odd. So you want my policy number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, may I first have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, it's [PII], last name is [PII] [PII], and a good number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02509977.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email address is [PII]. Address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look.
[CUSTOMER][NEUTRAL] So this claim was faxed to y'all on [PII].
[AGENT][NEUTRAL] OK, it's this one. Well, actually they both came in on the [PII]. Let me see if it's a different day to [PII].
[CUSTOMER][NEUTRAL] Yeah you process one but there's one that I don't see that's processed, so.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look at both. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Seemale number.
[AGENT][NEUTRAL] 31125906.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So like some stuff. I don't know. Wait a minute now.
[AGENT][NEUTRAL] Oh, why is it legal? It's just regular claim forms, I wonder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the other client's mail number, because still, I see the documents, but where's the claim?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, there it is.
[AGENT][NEGATIVE] Mail number given an error. What?
[AGENT][NEUTRAL] What? OK.
[AGENT][NEUTRAL] See if there's some notes in here.
[AGENT][NEUTRAL] And if it changes it changes.
[AGENT][NEUTRAL] Receiver.
[AGENT][NEUTRAL] All right, yeah, so I'm gonna call.
[AGENT][NEUTRAL] You know what? No, I'm not. I'm gonna use the chat.
[AGENT][NEUTRAL] That's not what I wanna do. Let me think what am I trying to do? Let me check.
[AGENT][NEUTRAL] Let me let her know. so how do I wanna word this?
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I'm gonna reach out to the claims department because, OK, so on my end it's like two claims here. You click on one, it refers you to the other and it just keeps, there's no, it just is a circle, there's no answer. So I'm getting ready to reach out to claims to see if I can get an update on what I've never seen that before. So I'm gonna
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, so I, so I'm not crazy. So just, yeah, if you can just let me know. I was gonna, I was gonna fax it in again and I thought, well, let me just call first because it's just so odd that y'all got you both, you both of them were arrived, you saw that they were there. One was, you know, processed and the other one's like, like I said, it disappeared when I looked up my um claim history on online so just let me somebody give me a call or somebody let me know if.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I'll give you a call back in maybe 5 or 10 minutes. I'm literally about to call them right now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Um, and then I'll give you an update once I figure this out.
[CUSTOMER][NEUTRAL] Or you could send or if you could email you can email just tell me hey just resend it, you know that it got lost or they can't find it or it's, you know, it's in outer space and I could just refax it tomorrow let me know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I will go ahead and email you then, which, whichever you prefer, what do you prefer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, email is probably easier for everyone because I'm getting ready to go do a couple of things so I might not hear my phone.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'll definitely email you the update. I'm getting ready to call over the claims now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it. Have a good day.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.