AccountId: 011433970860
ContactId: 9d84bb80-763d-4a5c-a726-072b978deb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232320 ms
Total Talk Time (AGENT): 62873 ms
Total Talk Time (CUSTOMER): 108787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9d84bb80-763d-4a5c-a726-072b978deb7f_20250515T15:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just am calling on behalf of one of my employees, uh, [PII]. Uh, this is [PII] from American OneSource Group number 25054, um, the benefits administrator slash broker on the account. I just wanted, I just was kind of wanted to see if if everything went well with this claim.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, uh, let me get up that group pulled up.
[AGENT][NEUTRAL] Or do you have his ID number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, I have his policy number, yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 213-8222
[AGENT][NEUTRAL] OK, and do you have his date of birth?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I can get that real quick. Let me get in our system.
[CUSTOMER][NEUTRAL] And that will be [PII].
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, can I get a good callback number and your email?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see what the claim status is.
[AGENT][NEUTRAL] Was it just submitted? We've got two in processing. One was received 59 and one was received 512.
[CUSTOMER][NEUTRAL] Uh, I guess the one, I guess, um, there was supplemental information for that hospital indemnity that was requested because I guess my the original date that I see it was submitted on [PII]. Um, I can give you the confirmation number if that helps, um, because I don't, I don't remember which one was submitted first or which one was submitted second, um, do you want that confirmation number?
[AGENT][NEUTRAL] Well, we've, we've got the original claim that we sent, um, request for more information on [PII], and then if we've received some correspondence and it's currently in processing with our claims department, uh, it can take up to 7, it can take up to 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so, so.
[CUSTOMER][NEUTRAL] OK, so there was no like verdict, got you.
[AGENT][NEUTRAL] Not yet, not yet. Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, well, uh, that's perfect. I just, I'm, I'm just keeping an eye on it because I know he, you know, he asks me frequently about it so I just wanna make sure I'm doing my due diligence and uh staying on top of things, but, um, like you said it's under review right now so I'll let him know that and then um that short term disability policy you'll received that but it hasn't been processed through or anything like that, is that correct as well?
[AGENT][NEUTRAL] Um, let me look at that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Get that number.
[AGENT][NEUTRAL] Yeah, that one is also currently being reviewed.
[CUSTOMER][POSITIVE] Perfect well thank you so much for letting me know and um I'll uh I guess keep calling y'all back from time to time just keep an eye on it OK?
[AGENT][NEUTRAL] OK, yeah, I would try back, uh, probably next Tuesday or Wednesday and hopefully something should be processed, so.
[CUSTOMER][POSITIVE] Perfect, yes ma'am sounds like a plan thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.