AccountId: 011433970860
ContactId: c570bc41-969a-4a40-890f-fc177c5ccaea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421190 ms
Total Talk Time (AGENT): 197484 ms
Total Talk Time (CUSTOMER): 170724 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c570bc41-969a-4a40-890f-fc177c5ccaea_20250609T18:00_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 Breker Resources. I have an agency on the line. Hello, how are you?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Let's see, can you hear me? My phone cutting out. Sorry, um, OK, good. I have um I have you Vaugh on the phone. She's with the agency, uh, calling to check status on this claim for policy number 2456992.
[AGENT][NEUTRAL] Yes, I can hear.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That's for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] I haven't verified like all his ID.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII], 2456692.
[AGENT][NEUTRAL] 066245 OK 2456692. OK, let me pull that up.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] OK, I've gotten pulled up.
[CUSTOMER][NEUTRAL] OK, I haven't verified like his date of birth in any of.
[AGENT][NEUTRAL] And they just need claim information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah she's gonna check claim status. Her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and her name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, alright, well you can go ahead and put her through and I'll look up the claim for her.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. OK. Just one second.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah [PII], I've got [PII] on the line and she's gonna be able to help you with that claim status from Mr. [PII], OK? No problem, thank you. All right, have a great day bye bye. You too.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the care team. So, um, [PII] let me know that you need to look up, hi, you need to look up a claim for Mr. [PII].
[CUSTOMER][NEUTRAL] Hi, sir.
[AGENT][NEUTRAL] And I can do that for you. Do you know what the date of service was?
[CUSTOMER][NEUTRAL] Um, I believe it was [PII], hold on.
[CUSTOMER][NEUTRAL] Ha
[CUSTOMER][NEUTRAL] Yeah, [PII], so basically what happened was um there was some missing items from that claim and I submitted it. I submitted it.
[CUSTOMER][NEUTRAL] Last week, two different times, um, [PII] and [PII], and I just wanted to make sure, you know, everything was received and the claim will be being processed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes, we can definitely check on that.
[CUSTOMER][NEUTRAL] I mean either or I mean obviously I know you need to pull up information but just kind of inform what was going on.
[AGENT][NEUTRAL] OK, let me look, um, we did receive some information on [PII] and [PII] through the online service center for [PII].
[AGENT][NEUTRAL] And right now it is in process. I don't have any um information to give other than that they've received it and they're working on it.
[CUSTOMER][NEUTRAL] OK, do you know about how long that would take by chance?
[AGENT][NEUTRAL] Once we receive it, it can take 7 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] And do you know if what you received was good? I know they needed the ID code um.
[AGENT][NEGATIVE] Now, I can't
[CUSTOMER][NEUTRAL] So I guess what we sent over time on the on the [PII] um they said wasn't correct so to resend it so we resend it um on the [PII]. I just wanted to make sure everything was good.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right and right now I can't get information on it because they are processing it now if if there's something else that they need, it'll come back, you know, that they need additional information um.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Once they process it and they give some kind of status we'll be able to check it that way.
[AGENT][NEGATIVE] I can't see the information that was actually sent in.
[AGENT][NEUTRAL] To be able to tell you because I'm not in the claims department to be able to tell you if the claim was fully processed and if there was additional information needed until they process it.
[CUSTOMER][NEUTRAL] Is there any way to maybe speak to somebody in the claims department to confirm that what they received is everything that was needed so that it doesn't delay it anymore?
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] I thought that's who she was with honest.
[AGENT][NEUTRAL] No, yes, that's fine. Yeah, I can go ahead and transfer you on over to claims and let somebody speak to you there, um, maybe they can see the information that I can't, so it'll be a brief hold, Ms. [PII], while I transfer you on over. Is there anything else I can help you with in the care team before we go?
[CUSTOMER][NEUTRAL] No, that's it. Like I said, I thought she was already just sending me to the claims department, so I don't wanna waste any on her time, but thank you.
[AGENT][POSITIVE] You're very welcome. You're welcome. I hope you have a wonderful rest of your week. It's gonna be a quick hold while I transfer you.
[CUSTOMER][POSITIVE] You too, no problem.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] That's fine baby go sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Currently no agents staffed.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again. So I wasn't able to get anybody on the phone right now. Um, they must have been in a meeting or everybody's on the telephone. I was gonna give you the option to hold a little longer or if you want me to, I can send in a hub request for somebody to call you back either way.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can somebody call me back tomorrow morning only because I, uh, I'm technically about to clock out you're my last call.
[AGENT][NEUTRAL] Oh, OK, yes, I can put a note on there to call you back in the morning.
[CUSTOMER][POSITIVE] OK perfect thank you they could call me at.
[AGENT][POSITIVE] So that they know um what's a good, sure.
[AGENT][NEUTRAL] What's a good time in the morning?
[CUSTOMER][NEUTRAL] Um, maybe like [PII].
[AGENT][NEUTRAL] [PII], and then what time zone are you in?
[CUSTOMER][NEUTRAL] Eastern
[AGENT][NEUTRAL] Eastern, OK.
[AGENT][NEUTRAL] Alright, I will make sure I put that note in there for them to call you back in the morning at [PII] Eastern time.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] All right, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest. Yes, you have a good night. I'm glad you get to get off work and enjoy your time off.
[CUSTOMER][POSITIVE] Have a good week.
[CUSTOMER][POSITIVE] Thank you so much. You too. Take care.
[AGENT][POSITIVE] You take care too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.