AccountId: 011433970860
ContactId: a229ba49-5478-40c5-b9b3-33dcdc2a643b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181179 ms
Total Talk Time (AGENT): 66799 ms
Total Talk Time (CUSTOMER): 82982 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a229ba49-5478-40c5-b9b3-33dcdc2a643b_20250402T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am a broker, and I'm following up regarding a claim that we had submitted for one of our clients, uh, via online. I've got the following policy ID number showing as 258-8721.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me your name again please.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Sure, my first name is [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] What is the employee's name?
[CUSTOMER][NEUTRAL] Uh, the employee first name is [PII]. Last name is [PII], [PII]
[AGENT][NEUTRAL] Do you have a date of birth for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, one moment.
[AGENT][NEUTRAL] [PII], can you verify your email address for me please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and the group name is Polio Group?
[CUSTOMER][NEUTRAL] Yes, that is correct, yeah, my agency is under the Blanco group, yeah.
[AGENT][POSITIVE] OK, very good. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's look at um so there's one claim for [PII] um would you happen to have the.
[CUSTOMER][NEUTRAL] Yeah, and then in the claim number it shows is 3, date of services what's uh the yeah the claim claim number is 3 358-023-3.
[AGENT][NEUTRAL] What, what's the date of service of the claim?
[AGENT][POSITIVE] Go ahead with the claim number is fine. The claim number is fine.
[AGENT][NEUTRAL] OK. Did you have a question about that?
[CUSTOMER][NEUTRAL] Uh, no, I just wanted to make sure it said process. Just wanna make sure that, uh, you know, the benefit amount.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right, so it looks like it processed $500 and it looks like with this check it exhausted the maximum benefit for, yeah, the facility, so a benefit of $500 was issued to the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] OK perfect and do you know when that was sent out?
[AGENT][NEUTRAL] I do. Let's see, I'm showing [PII].
[CUSTOMER][NEUTRAL] Oh, all right, [PII], so he's already got it. OK, OK, yeah, it should be arriving shortly, OK.
[AGENT][NEUTRAL] So it's too early.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I greatly appreciate it. I'll let him know thank you so much for your help on this.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Absolutely [PII], anything else?
[CUSTOMER][NEUTRAL] Uh, no, that should be it.
[AGENT][POSITIVE] Alrighty thanks for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.