AccountId: 011433970860
ContactId: a5fbb147-6024-45df-8cf0-fbd2ce8b9331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489380 ms
Total Talk Time (AGENT): 173974 ms
Total Talk Time (CUSTOMER): 188435 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a5fbb147-6024-45df-8cf0-fbd2ce8b9331_20250317T20:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how you doing? This is, uh, [PII]. I'm a broker. How you doing?
[AGENT][POSITIVE] I'm good. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] Doing great, doing great, just trying to check on a claim for one of our customers.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. And may I have the policy number or the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number is, let's see here.
[CUSTOMER][NEUTRAL] 2605149
[AGENT][NEUTRAL] OK, and I'm gonna need a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the insured?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It should be [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service if you haven't?
[CUSTOMER][NEUTRAL] Um, I believe the date of the accident was [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me see where we're at with this one.
[AGENT][NEUTRAL] Um, it seems to be still on the review, but let me double check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's something to do with it.
[CUSTOMER][NEUTRAL] Yes that was.
[AGENT][NEUTRAL] Let me see if I got any notes bear with me.
[CUSTOMER][NEUTRAL] Oh, it's fine.
[CUSTOMER][NEUTRAL] They just took up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Let me check with the examiner exactly what this means because I'm not really sure. Um, I pulled the
[CUSTOMER][NEUTRAL] It's so
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] The code to see what what's happening with it, but it's something about I guess premium, so let me check with them and see exactly what it is, OK? One moment.
[CUSTOMER][POSITIVE] Oh OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Vicky. This is, uh, I'm sorry, good afternoon, this is [PII]. Thanks for calling APO. How are you?
[CUSTOMER][NEUTRAL] I'm sorry, how can I help you?
[AGENT][NEUTRAL] It's OK, it's me, it's all.
[AGENT][NEUTRAL] It's fine. I know. Today's been a day.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][POSITIVE] I am so sorry.
[AGENT][NEUTRAL] Breathe. It's OK. It's fine. I understand. Trust me, I.
[AGENT][NEUTRAL] I feel like I sound like that right now.
[AGENT][NEUTRAL] It's just been a long day today, a long day. Yeah.
[CUSTOMER][NEUTRAL] It has been and I'm over here trying to multitask to I'm listening to something about doing voicemails and stuff like this, and I just don't know where I am at this point.
[AGENT][NEUTRAL] To get cut out.
[CUSTOMER][MIXED] I'm glad it wasn't, you know, I mean, it's an important call, but I'm glad it wasn't like a really, really outside call like that would have been crazy.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, especially because I got a broker and the lines open.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] Yeah, and that's who I got in the line. I got it broken but it's OK.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I always go get in the phone before I put anybody because I know how it goes.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Yeah, you're welcome, um, but I have a broker on the line. He, he's inquiring about an accident policy that was submitted, and I see that they worked on it today, but I'm not understanding the, the remarks code because the remarks code says role paid today from an initial premium, so I'm not sure what is that, um.
[AGENT][NEUTRAL] I told him that it's just under review, but he said he wanted like more information because he's trying to, you know, get in contact with the insured.
[AGENT][NEUTRAL] Um, so I don't know if you can. Yes, it's 2605149.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't think we, we're not supposed to use it. I thought we stopped using this one.
[AGENT][NEUTRAL] I don't know. I, I was.
[CUSTOMER][NEUTRAL] I thought we were gonna use the one. I thought we use the one for premium, but you can send them over because uh we can't pay this one because they're uh the pay to date and the effective date are the same. We have not received any premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, got you. Oh, OK. Yeah, I just didn't understand that one. I was like, oh, let me, let me see what is that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me put him in. I did verify all the information. Um, his callback number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You send them all over. Sure.
[AGENT][NEUTRAL] OK, you're ready for him? OK, thank you. Um, one moment, uh, let me get this out of the way. One moment.
[AGENT][NEUTRAL] Right, OK, here we go, OK.
[AGENT][POSITIVE] Thank you for holding and being impatient for me Mr. [PII].
[AGENT][NEUTRAL] I got Ms [PII]. I got Ms [PII]. She's in the claims department. She's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Sure, sure, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Good afternoon, this is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hey [PII] how you doing? this is [PII] um they had me on hold, doing great, doing great because I was just checking on a claim that was showing pending. OK.
[CUSTOMER][NEUTRAL] Yeah looks like this one is pending for eligibility, uh, so once we get that in the payment, uh, well if there is a payment it'll be released.
[CUSTOMER][NEUTRAL] And I apologize I do a lot of claims. What is the uh the eligibility mean as far as on on a claim? Yeah, it looks like this policy it just became effective on 31.
[CUSTOMER][NEUTRAL] Um, so, so it looks like whenever the policies have the effective date and the pay to date are the same, then we have to wait to see if we can get eligibility before we can release that payment.
[CUSTOMER][NEUTRAL] Oh, I, I see what you're saying now they, they did this in the past on a couple claims because they hadn't received the first bill and yet the first bill wasn't paid before the first claim happened, but I was told that they did away with that because I had to get that reversed every time they did it on the last 3 claims they did it on, and they eventually they had to go ahead and pay it because they said they're not supposed to hold up claims period if a policy is in force. So probably what will happen when the claim was just processed on today.
[CUSTOMER][NEUTRAL] So overnight it's a possibility that they will uh go ahead and allow that payment so you wanna try to check back with.