AccountId: 011433970860
ContactId: c007c581-c1aa-4b4c-9749-760fb4059cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269130 ms
Total Talk Time (AGENT): 52615 ms
Total Talk Time (CUSTOMER): 79867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c007c581-c1aa-4b4c-9749-760fb4059cf6_20250310T16:22_UTC.wav
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[AGENT][POSITIVE] Thank you, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a broker's office, American Bank of Oklahoma, on behalf of one of our groups.
[CUSTOMER][NEUTRAL] Specifically uh
[CUSTOMER][NEUTRAL] A member
[AGENT][NEUTRAL] Oh, OK, and I'm sorry, may I have your name one more time, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and your callback number if we are disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, you're calling with American Bank of Oklahoma in regards to one of the members. Is this for a claim, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do, um, is it same as claim number like when we upload it because I've I've got her pulled up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look at the claim number if you have the claim number.
[CUSTOMER][NEUTRAL] Or or the or the policy or the policy number of the group I've got 24542 for Wagner.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, what's that claim number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, sorry, got so many numbers here um I show um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've got 356-46356-4631.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Having to go somewhere else for date of birth [PII].
[AGENT][POSITIVE] OK, you're fine thank you I appreciate that one moment.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] May I place you on a brief hold please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for your patience, Ms. [PII]. I have that claim pulled up and it shows that we made a payment to the insured.
[CUSTOMER][POSITIVE] OK, I just um had it in my notes to to follow up and she's not an easy person to get a hold of, so we hadn't heard from her so I just wanted, I just like making sure so they don't think that we just dropped the ball on our end so just thought it'd be easy to check with you all so thank you so much I appreciate your help.
[AGENT][POSITIVE] You're very welcome. You're very welcome, Miss. [PII], and thank you so much. Thank you.
[CUSTOMER][POSITIVE] Have a great rest
[CUSTOMER][POSITIVE] Have a great rest of your day bye bye.
[AGENT][NEUTRAL] You too bye bye.