AccountId: 011433970860
ContactId: b9204033-1bce-45c2-97ac-d7a7ae207eb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313079 ms
Total Talk Time (AGENT): 98358 ms
Total Talk Time (CUSTOMER): 124860 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/b9204033-1bce-45c2-97ac-d7a7ae207eb2_20250411T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I wanna talk to um a claims rep about my claim to ask them if what I sent them was sufficient.
[AGENT][NEUTRAL] OK, um, well, I can get you someone from claims. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my policy number is 254-585-1.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here, Ms. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you for that. And um,
[AGENT][NEUTRAL] Before I transfer you over, was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I just wanna find out like what um if what I sent them was sufficient enough.
[AGENT][NEUTRAL] OK, I mean, I can look at it for you, but if you want to speak to someone in claims, I can get you someone in claims. It's whatever you like.
[CUSTOMER][NEUTRAL] Yeah, and I wanna find out what, what, because of this, because of the surgery, would, um, will I be getting everything?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the hospital admission, the hospital confinement, I just wanna know stuff like that.
[AGENT][NEUTRAL] OK, um, so I'm gonna get a claims rep for you before, um, so that y'all can discuss that. Is it alright if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] I'm gonna call on the other line. All right, well, thank you for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] I'm doing good. I have a uh insured on the other line. I tried to help her, but she wants to speak to somebody in claims to see if the documents that she just submitted was suffice and she has other questions. I offered to look, but she don't want me.
[CUSTOMER][NEGATIVE] OK then, alright, they're just getting some nitpicky people today. Alright, OK.
[AGENT][NEUTRAL] OK, OK, well, I'm gonna get you over to claims then.
[CUSTOMER][NEUTRAL] What is the um policy number?
[AGENT][NEUTRAL] It is 254.
[AGENT][NEUTRAL] 5851.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it part 1 or 2?
[AGENT][NEUTRAL] It's part 2.
[CUSTOMER][NEUTRAL] Part two, OK.
[CUSTOMER][NEUTRAL] Let me get over to what's been submitted.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I'm assuming maybe we've denied uh requesting hospital bill need to itemize hospital bill with admission and discharge date and time. OK, so we've requested that so I'm assuming she's trying to figure out where he.
[CUSTOMER][NEUTRAL] Is it the primary or the secondary that's called OK OK.
[AGENT][NEUTRAL] Is she, it's the wife. Mhm.
[AGENT][NEUTRAL] Well, they're together, but she's on the phone.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK, so I have it pulled up. She just wants you said she had other questions but she's mainly wanting to verify that this is gonna be sufficient, right?
[AGENT][NEUTRAL] A document. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have it pulled up.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did not write your name in my notes. What's your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], sorry, [PII]. OK, hold on.
[CUSTOMER][NEUTRAL] That's OK. OK.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how