AccountId: 011433970860
ContactId: a5a7586a-3725-4a9d-8ea4-432d4c50a569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230000 ms
Total Talk Time (AGENT): 43386 ms
Total Talk Time (CUSTOMER): 124774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a5a7586a-3725-4a9d-8ea4-432d4c50a569_20250331T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm very good, good, thank you. I have a question in regards to a claim um that supposedly is pending because um the notice that I received had to do with the fact that the employer had an issue with the billing uh for the renewal of the plan, something like that. I can't remember exactly how it went, but, uh, uh, that has been like a, a week or two ago, so I just want to see the status of it. Uh, what information do you want me to give you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I need your policy number please.
[CUSTOMER][NEUTRAL] Of course, and that is 2,331,550.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if we are disconnected, what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], and verify your mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK and one moment please thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a claim number I'm logging out?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do. There are actually 2.
[CUSTOMER][NEUTRAL] But I think, uh, let me, let me see if I find the notice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the one that
[CUSTOMER][NEUTRAL] Because one I did not do it correctly and then when I called they told me the actual information that I had to provide, so.
[CUSTOMER][NEUTRAL] Uh, it is the one that ends in, in, in, OK, that's 357 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so that's 357-7427.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that shows that that claim is still pending.
[CUSTOMER][NEUTRAL] So, yes, that's what I'm hearing here now, I'm seeing here on the website, but uh there's no status on it.
[AGENT][NEGATIVE] No, ma'am, it's, no ma'am, it still shows pending. There's no update, no ma'am.
[CUSTOMER][NEUTRAL] Like any updates?
[CUSTOMER][NEUTRAL] Alright, because the notice that I received here, I found it. It said it has to do with, uh, I mean just in case that I need to contact the, the um my husband, because it's for my husband's employee. So, it says that um it's pending due to benefit renewal information from your employer group.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so I'll contact her to, to see what's going on because, um, you know, it's been a while already.
[CUSTOMER][NEUTRAL] OK, alright, so I just want to make sure that you have not received anything, so I'll get with her. Thank you.
[AGENT][NEUTRAL] Just now.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can help you with? I'm sorry.
[CUSTOMER][POSITIVE] No, I'm good for now. Thank you, I appreciate your help.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL. You too, bye bye.
[CUSTOMER][POSITIVE] Bye. You have a good one.
[CUSTOMER][POSITIVE] Thanks. I will. Thanks. Bye-bye.