AccountId: 011433970860
ContactId: a13388e5-dfd3-4c5c-8dee-cf946116fc5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389779 ms
Total Talk Time (AGENT): 111691 ms
Total Talk Time (CUSTOMER): 91192 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a13388e5-dfd3-4c5c-8dee-cf946116fc5b_20250319T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I have a claim number and I need to see if you guys need medical records or if it's for my premium payment.
[AGENT][NEUTRAL] OK. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] 740,240
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you're
[AGENT][NEUTRAL] Calling about a claim status, uh, well, uh, verify, well, I'm sorry.
[CUSTOMER][POSITIVE] I have a great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, uh, verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And what else did you want? Oh, my address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you say you're calling about a claim that was processed for you?
[CUSTOMER][NEUTRAL] Mhm yes.
[CUSTOMER][NEUTRAL] It's pending, so I don't know if you guys need records or if it's something to do with my premium payment is due.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You need the claim number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Are you showing 357-754-5?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I apologize, give me one moment I'm just seeing what's going on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, let me see that you'll be, give me one moment. I may have to transfer you, but I'm trying to see what's going on. Give me one moment.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like it is pending until premium payment is received.
[CUSTOMER][NEUTRAL] OK, I can go ahead and do that. Can I do that over the phone because I've done it before with the phone.
[AGENT][POSITIVE] Uh, yes, ma'am. Let me transfer you to, I believe, customer service and they'll be able to assist you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I am fine and [PII]. Um, I have an insured on the phone. She has a claim that's pending premium and she's want to know if she can make the payment over the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me see if she's on the group, she won't be able to. What's her policy number?
[AGENT][NEUTRAL] 740,240. It shows her the mode of payment 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, so she can make that payment. Um, uh, you can send it over to me and I can process that for her. Um, does she need to do anything else or will her claim, will it send a notice or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I think what they more likely a notice notice to be sent to the examiner, but when you're ready I can give you that policy number.
[CUSTOMER][NEUTRAL] What was that? Oh, you just gave me.
[AGENT][NEUTRAL] I said when you
[AGENT][NEUTRAL] Uh, oh, did I give it to you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh my God, I forgot I gave it to you. Oh Lord, I need to drink more coffee. All right, I appreciate you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.