AccountId: 011433970860
ContactId: c0fd059a-1099-4573-bed8-96fb85752308
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327100 ms
Total Talk Time (AGENT): 94920 ms
Total Talk Time (CUSTOMER): 64581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c0fd059a-1099-4573-bed8-96fb85752308_20250514T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this Tory. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling um to find out why a claim was not paid.
[AGENT][NEUTRAL] OK, I can help you with your claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII] is the claim for yourself?
[CUSTOMER][NEUTRAL] No, it's for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I please get your uh your policy number?
[CUSTOMER][NEUTRAL] 921-397
[AGENT][NEUTRAL] OK, let me look, look that up.
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] OK. Ms. [PII] is um your husband there for me to verify that it's OK to discuss the claim with you?
[CUSTOMER][NEUTRAL] He is not
[AGENT][NEGATIVE] He's not OK.
[CUSTOMER][NEUTRAL] I should be on the account.
[AGENT][NEUTRAL] You, yes ma'am, you are, but he's the policy holder, so in order for me to discuss a claim about him I'll have to be able to verify that I can talk about it for HIPAA reasons um with you, Ms. [PII]. If you can three way call him that that'll work too.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I mean, I'm not asking for his personal information. I wanna just know why a claim wasn't paid.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[AGENT][NEUTRAL] Is there a way you can 3 way call him and I can get a verbal consent over the telephone?
[CUSTOMER][NEUTRAL] I'm trying, yeah.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Um, let me try it again. He's not answering. Hold on.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Why isn't it letting me do it now?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, just.
[CUSTOMER][NEUTRAL] Alright, so I'm on the call with you adding a call.
[CUSTOMER][NEGATIVE] Well, I, I don't know what to do. He's not answering.
[AGENT][NEUTRAL] OK, um, so in order for me to be able to give information about his claim, I would need that verbal consent from him if you want to try back, um, when you can get him on the phone, like I said, we can three way call him and we can do it that way or if he wants to call in himself that's fine also.
[CUSTOMER][NEUTRAL] Let me try him one more time.
[CUSTOMER][NEUTRAL] It does, it, it doesn't.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEGATIVE] Doesn't work that way when
[CUSTOMER][NEUTRAL] All right. Um, I, I guess I'm gonna have to call back.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] We'll be looking forward to your call later and we appreciate you calling APL today. I hope you have a wonderful day, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah