AccountId: 011433970860
ContactId: ac08f94e-789e-4018-bbcd-fc24404a2e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383059 ms
Total Talk Time (AGENT): 140307 ms
Total Talk Time (CUSTOMER): 54640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ac08f94e-789e-4018-bbcd-fc24404a2e39_20241230T18:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I, I'm calling regarding my claim, um.
[CUSTOMER][NEUTRAL] And just calling to see when it's gonna be processed and um what is the update on the claim.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, I'll be happy to assist with your claim. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I, I don't really have it.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] Uh, um, the social for my husband is, uh, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So this is his policy and you're calling about his claim?
[AGENT][NEUTRAL] Or your claim, your claim, OK, great.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is this an accident or critical illness claim?
[CUSTOMER][NEUTRAL] Critical, criticalness.
[AGENT][NEUTRAL] OK, and if you can verify your date of birth and mailing address for me?
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that one moment.
[AGENT][POSITIVE] I appreciate your patience so I do show that the claim um is still being reviewed it has not um finished processing yet.
[CUSTOMER][NEUTRAL] Is anyone can just contact my claim adjuster because the claim has been gone for quite some time.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, due to the holidays, I don't see that your adjuster is in what I can do is.
[AGENT][NEUTRAL] Send a
[AGENT][NEUTRAL] Let me see one moment.
[AGENT][NEUTRAL] Do you mind holding for me a moment, please?
[CUSTOMER][POSITIVE] Uh, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes ma'am. Hi Ms. [PII], this is [PII]. Um, I have a [PII] on my back line. I was, uh, you know, helping her, you know, look at the claim status, and I looked up the code and I explained to her that the, the claim is still under review and we haven't, you know, it's still being processed, um, the code says Doctor [PII] to review claim. I don't understand what that means, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So that's what she wanted to know and she asked to speak to her um adjudicator. I said that you were out for the holiday because I didn't know.
[AGENT][NEUTRAL] Um, but I didn't know, uh, I did not know if, and, you know, um.
[AGENT][NEUTRAL] I didn't know the protocol of.
[AGENT][NEUTRAL] Um, giving that information out, but so I, because me telling her that it's still under review is not, she wants to speak to the person processing her claim, so I will get her information.
[AGENT][NEUTRAL] OK, well, I'll get her um information and then email you because I can't, I can't transfer her to you anyway since I'm on two different um but so I'll just email you her information.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, thank you so much for your patience um if I can get your call back information.
[AGENT][NEUTRAL] Uh, the number that you want her to reach you at, is it this, uh, the [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'll give her, um, send her that information to give you a call.
[CUSTOMER][POSITIVE] No problem. OK.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEGATIVE] Uh, no, just I don't feel good then I, I have to go.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a good day.