AccountId: 011433970860
ContactId: c483582f-d99a-4526-8910-6e09e0972fb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161500 ms
Total Talk Time (AGENT): 70594 ms
Total Talk Time (CUSTOMER): 65059 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c483582f-d99a-4526-8910-6e09e0972fb2_20250109T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing good thank you um I have an insured on the line calling to check on a claim. Um, I think this claim is like just being finalized maybe um I do see it it's on claim number but there's no start date there's no notes. There's uh when I click on, uh, on base there's nothing there so I think it's just being finalized, but I just wanted to double check if you're able to.
[AGENT][NEUTRAL] I can check what's the policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 552188
[AGENT][NEUTRAL] And that was 255-2188?
[CUSTOMER][NEUTRAL] 02552188, yes.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, looks like a claim was processed.
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] OK, you have the same reaction as me.
[AGENT][NEUTRAL] You know what?
[AGENT][NEUTRAL] Uh oh, I wonder if this is one that [PII] probably had to send.
[AGENT][NEUTRAL] An IT ticket too.
[AGENT][NEUTRAL] Oh, let me see, let me see if she's available.
[AGENT][NEUTRAL] I didn't catch it before the end of the day on that time.
[CUSTOMER][NEUTRAL] Oh, I've just never seen it where it has a claim number but nothing else so I was wondering if maybe it was just being like finalized.
[AGENT][NEUTRAL] Yeah, that, mm.
[AGENT][NEUTRAL] I'm gonna have to get with roles that could have been, well, definitely something has been processed in the system, but it wasn't a benefit. So, I will just tell them that it's currently in review. Nothing has been finalized on it and I will get with her and let her know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing was processed on this claim.
[CUSTOMER][NEUTRAL] OK, um, is there an ETA you think it's OK to give her?
[AGENT][NEUTRAL] Um, I would say if she's trying to follow up, I would say, um, oh, today is supposed to stay Thursday. I was just, um, I am I feel like it's Monday. I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it really does. It's just a weird day. Are you're in [PII], aren't you?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][POSITIVE] Yeah, so you're seeing all this snow. It feels like a snow day like I should be out there.
[AGENT][NEUTRAL] I am, um, I would say she can probably follow up with us on Monday.
[CUSTOMER][POSITIVE] Monday, OK, OK, I'll let her know. Alright, I appreciate your help thank you so much, [PII].
[AGENT][POSITIVE] Oh. You're welcome.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Bye.