AccountId: 011433970860
ContactId: c5792f29-1ce4-420b-a586-dbad3e400d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518419 ms
Total Talk Time (AGENT): 236207 ms
Total Talk Time (CUSTOMER): 141755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c5792f29-1ce4-420b-a586-dbad3e400d53_20250116T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I submitted a class.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I wanted to check on the status of a claim I submitted.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Ms. [PII], so you are the insured and you submitted a claim that you would like to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And Ms. [PII], what is your callback number first off, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So we had 4 months and we.
[CUSTOMER][NEUTRAL] We have all of.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I a.
[CUSTOMER][NEUTRAL] I'm trying to find it here. You can look it up one minute.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, my policy number is.
[CUSTOMER][NEGATIVE] 00, I can't read it.
[CUSTOMER][NEUTRAL] what
[AGENT][NEUTRAL] Now, Miss [PII], I I can look, OK.
[CUSTOMER][NEUTRAL] 239
[CUSTOMER][NEUTRAL] 22390186
[AGENT][POSITIVE] OK, thank you very much. So give me a moment, please, to get your information pulled up.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] I'm sorry, your voice is breaking up, Miss [PII]. What was, I didn't understand that last thing that you said.
[CUSTOMER][NEUTRAL] I have the claim number as well if that will help.
[AGENT][NEUTRAL] OK, first off, what I'll need to do is to verify several things with you for security and also any information that I provide for you today, Miss [PII] will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number we show for you is the same as the one you gave me, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII] for verifying all of your information.
[AGENT][NEUTRAL] OK, and so you said that you do have a claim number that you would like to check?
[CUSTOMER][NEUTRAL] 354
[CUSTOMER][NEUTRAL] 9747
[AGENT][POSITIVE] OK, thank you. So,
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] I actually.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] on the job like.
[CUSTOMER][NEUTRAL] But where or how.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Just do that.
[AGENT][NEUTRAL] OK, so give me just a moment Ms. [PII]. I'm trying to look, what is the data service that this claim is supposed to be for?
[CUSTOMER][NEUTRAL] The date of what?
[AGENT][NEUTRAL] The date of service for your claim?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that one call the more smart $150,000.
[CUSTOMER][NEUTRAL] Or know his name.
[AGENT][NEUTRAL] OK, so give me just a moment. I'm not able to pull some information up, please bear with me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] that you're at.
[CUSTOMER][NEGATIVE] problem
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do, Miss [PII] is to connect you with one of the examiners. I'm not able to access any information on this claim number that you just provided for me, but when I do connect you, you will not have to re-verify anything. I will give them your policy number and let them know that everything has been verified, and I will also give them that claim number that you just gave to me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. So, can I help you with anything else before I do that?
[CUSTOMER][NEUTRAL] No, that, you don't show any other claims that don't have that number, huh?
[AGENT][NEUTRAL] Uh, not anything recent. I mean, you do have other claims as you can see in your portal because I can see you're set up on the online service center.
[CUSTOMER][NEUTRAL] Yes ma'am, but not the reason.
[AGENT][NEUTRAL] But those were claims back from the most recent one was from November. Yes, ma'am. Is this something you just submitted to us recently?
[CUSTOMER][NEUTRAL] Um, on the [PII], uh, wait a minute, when did I do it? Was it the [PII] or the [PII]?
[CUSTOMER][NEUTRAL] Yeah that was mixed up on the [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, so yes ma'am, so let me get you connected with one of the examiners. I can see that date, but I can't access any information.
[AGENT][NEUTRAL] On that, so I'm gonna transfer you to somebody who can further help you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But before I do that, Miss [PII], you're welcome. Can I help you with anything else today?
[CUSTOMER][NEUTRAL] I you know
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope that you have a very nice uh rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Ms. [PII], this is still [PII]. Thank you so much for holding for me. OK, so currently there, um, I don't have an examiner that is available and so instead of making you to continue to hold, I'm gonna send a request to have someone to give you a call back if that's OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you should receive a call back from one of our examiners within 24 hours, but I am fixing to send that request now.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] Absolutely, you're certainly welcome. So can I help you with anything else? And I'm sorry that uh no one is currently available.
[CUSTOMER][POSITIVE] No, [PII], you've been wonderful. I appreciate everything.
[AGENT][NEUTRAL] Oh, you're very welcome. It was my pleasure, Ms. [PII]. So again, someone should be returning your call and I can't say exactly what the phone number, it's not gonna be our [PII] number, Ms. [PII], that you will get a call from, um.
[AGENT][POSITIVE] So I know that we all get so much.
[AGENT][NEUTRAL] Or so many rather spam calls and, you know, robocalls, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, within the next 24 hours.
[AGENT][NEUTRAL] Someone should be giving you a call from APL.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, well then, have a wonderful evening.
[CUSTOMER][NEUTRAL] You too, [PII] bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] So