AccountId: 011433970860
ContactId: c3f0ddbe-1345-4f92-afc8-cd10f8bff5a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182949 ms
Total Talk Time (AGENT): 62318 ms
Total Talk Time (CUSTOMER): 81335 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/c3f0ddbe-1345-4f92-afc8-cd10f8bff5a2_20250624T17:48_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can we help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department, and I have an insured on the line and she's calling in reference to, of course, the service center online service center. Uh, all of her information is coming, is showing pending.
[AGENT][NEUTRAL] Oh hey.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She's not able to see any updated current information although the claims on our end are showing process paid she's not able to see that information.
[AGENT][MIXED] Interesting, uh, the only thing that I know regarding that is that it can take a while for it to load that information. That's the only thing I could think other than her maybe trying on a different browser.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, she's tried all that she's been calling, uh, she said even a representative from her employer was supposed to call and have somebody call her back. No one's called back.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] From what we were supposed to call her back?
[CUSTOMER][NEUTRAL] Well, I guess they told her they would contact APL to have someone call her back because she's been calling. Right. So a week has gone by. She's been dealing it. I, I see the call, so she's been dealing with it, with it for a while. Um, so we were told to, are y'all not able to, cause we were told to transfer to the care team.
[AGENT][NEUTRAL] Uh-huh. Oh, on her behalf.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I could definitely do my best. um, I'm not sure what else I'd be able usually with something like that it would go in the log the error log, and I think that's what if she's been calling multiple times it's gotta be there um and most likely just waiting on them to call her back but um I can still go ahead and see what I can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Um, let me give you her policy number.
[AGENT][NEUTRAL] Please, um, and yes, what was her name?
[CUSTOMER][NEUTRAL] It is, go ahead. Her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, and then yes that policy number please.
[CUSTOMER][NEUTRAL] 2502444
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and uh she's been verified and everything?
[CUSTOMER][NEUTRAL] She has, yes.
[AGENT][POSITIVE] OK awesome all right well I've got her up um you can go ahead and well actually let's see uh.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there [PII]?
[CUSTOMER][NEUTRAL] Hello?