AccountId: 011433970860
ContactId: 9c7d83fb-d3b7-4f00-b3c7-f520add6d553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243479 ms
Total Talk Time (AGENT): 96283 ms
Total Talk Time (CUSTOMER): 124360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9c7d83fb-d3b7-4f00-b3c7-f520add6d553_20250226T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have a spouse of an insured on the line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she is, uh, requesting the status of her claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, she's covered on the policy, [PII], and she's needing a claim status for herself. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Yes, I can help her with that. And [PII], uh, what, [PII], what is [PII]'s callback number?
[CUSTOMER][NEUTRAL] Um, I wrote down the one she's calling from, the one in [PII].
[AGENT][NEUTRAL] Uh, did you verify though that that is her actual number?
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] That is the same one that we have in the system.
[AGENT][NEUTRAL] OK, thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] Um, that will be 22.
[CUSTOMER][NEUTRAL] 86.
[CUSTOMER][NEUTRAL] 658.
[AGENT][NEUTRAL] All right, thank you. One moment, [PII].
[AGENT][NEUTRAL] And did you fully verify all of the information?
[CUSTOMER][NEUTRAL] I verified her in the address.
[AGENT][NEUTRAL] I'm sorry, what? I'm sorry. Say that again, [PII].
[CUSTOMER][NEUTRAL] I verified hers and the address.
[AGENT][NEUTRAL] OK. All right. And then.
[AGENT][POSITIVE] OK, well, I will be happy to talk to her.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing fairly well. I'm just trying to see if my claim made any progress.
[AGENT][NEUTRAL] OK, so you're needing to check the claim status for yourself for a claim you filed for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yes, it was for my, uh, broken leg on [PII]. It was resubmitted by my insurance agent because you had never received it or so everybody said, and then it was um said it did get received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thing is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes, ma'am, I can help you with that. And [PII], any information that I do provide for you would be a verification of benefits and not a guaranteed payment. So first off, what is the data service that I'm checking for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What are you asking me? The, the accident happened on the.
[AGENT][NEUTRAL] What is the date of
[CUSTOMER][NEUTRAL] The accident happened on the [PII]. The initial service was on the [PII]. There was one on the [PII]. There was 110 days later and it was, um.
[CUSTOMER][NEUTRAL] Yeah, so far that's what it is.
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] Of this year
[CUSTOMER][NEUTRAL] Yeah, this year, mhm.
[AGENT][NEUTRAL] OK, so I don't have a claim on file at the.
[CUSTOMER][NEGATIVE] Don't, don't, don't give, don't give, don't give, don't give me that thing again, you don't have that claim on file. Just freaking don't.
[CUSTOMER][NEGATIVE] Because I've been like working in circles here with with you guys for like since the [PII] now. First it wasn't received, then it wasn't readable, it wasn't, so I, I need to know, have you received the claim? Has it been started to process?
[AGENT][NEUTRAL] OK, so according to the records, I see that there's, I'm going to look at one document that was just received to see what that is in regards to. Now, as far as dates of service [PII] and [PII], no, ma'am, there's not a claim on file for you on this policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] OK. I'm gonna hang up on you now and you can get me a supervisor on the line.
[AGENT][NEUTRAL] Oh, I'm very
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Please, I want to speak.
[AGENT][NEUTRAL] Miss [PII], I'm trying to.
[CUSTOMER][NEGATIVE] No, you are not trying hard enough because every time I hear this from somebody, no, no, I'm hanging up. Goodbye.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Miss [PII].