AccountId: 011433970860
ContactId: ae3a319b-8d2e-4e93-a8e9-669be82df595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358540 ms
Total Talk Time (AGENT): 130554 ms
Total Talk Time (CUSTOMER): 108827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ae3a319b-8d2e-4e93-a8e9-669be82df595_20250117T23:40_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], I am just calling to get an update on my claim I filed over 2 weeks ago.
[AGENT][NEUTRAL] OK, I can give you an update on your claim. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your uh policy number?
[CUSTOMER][NEUTRAL] Uh, I have several, um, and I'm actually driving so I don't know the numbers offhand.
[AGENT][NEUTRAL] Would you like to give me your social security number and I can pull it in that way?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up your policies.
[AGENT][NEUTRAL] OK, Ms. [PII], will you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons I'm going to need for you to verify your address phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is [PII]. And what was the other thing?
[AGENT][NEUTRAL] Uh, your cell phone number, the number that you gave me, is that your cell phone?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy. OK, on which policy are you wanting to check your claims for?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So it's two of them that are pending. Um, I think one is hospital indemnity and I'm not sure what the other ones that are pending or I think it may be under the cancer policy.
[AGENT][NEUTRAL] OK, let me look at your hospital indemnity first.
[AGENT][NEUTRAL] OK, and when did you send in the claims?
[CUSTOMER][NEUTRAL] One was [PII] 1 was [PII].
[AGENT][NEUTRAL] And was it for yourself?
[CUSTOMER][NEUTRAL] For my son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, so on the [PII] for.
[AGENT][NEUTRAL] [PII] and the [PII] for your son.
[AGENT][NEUTRAL] It's pended for premium payment.
[CUSTOMER][NEGATIVE] So my payments are automatically drafted from my account, so I don't understand why they have it pending for premium. I'm never late cause it comes out of my account automatically.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna transfer you on over to customer service now so that they can look at your um bank draft information and go over it with you and make sure everything's OK and um find out what's going on OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my payment is drafted. OK, alright.
[AGENT][NEUTRAL] OK, I'm showing that you're paid to um [PII].
[AGENT][NEUTRAL] And it might just be, let's see, the last time I looked at it, uh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Should have been [PII], I believe, or something like that.
[AGENT][NEUTRAL] Right, what I'm gonna do, I'm gonna just transfer you on over to the claims, claims department and have them look at it because you're paid to date is [PII], which is this month, so I'm gonna transfer you to claims and let you speak with an examiner.
[CUSTOMER][NEUTRAL] I mean, what
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] That's all me.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Currently no agent staffed. Goodbye.
[AGENT][NEUTRAL] OK. Uh, right now, everybody has left for the day?
[AGENT][NEUTRAL] Is there any way you can call back on Tuesday? Because Monday is the day is a holiday.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] I mean, I don't have a choice, but I just, I'm really annoyed because my payment, right, and I'm just saying my payment is automatically drafted, so I'm, I'm just not understanding. Yeah, it is what it is at this point. I have to wait till Tuesday.
[AGENT][NEUTRAL] Right, there's, there's nobody over there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well you have a blessed weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.