AccountId: 011433970860
ContactId: cb0e0da0-4ff3-408a-9f58-1e1c2d7d0590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179559 ms
Total Talk Time (AGENT): 46040 ms
Total Talk Time (CUSTOMER): 120761 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/cb0e0da0-4ff3-408a-9f58-1e1c2d7d0590_20250418T16:09_UTC.wav
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[CUSTOMER][NEGATIVE] Uh she's coughing.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I was trying to check the status of a claim. I couldn't do it. I don't know, it's not working online. So for me, my computer is not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I the United
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 1415882.
[CUSTOMER][NEUTRAL] No, for real. They that's straight.
[AGENT][NEUTRAL] OK, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And was it a claim for yourself, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's my husband, it's for a cancer claim. I um we sent it.
[AGENT][NEUTRAL] OK, uh, just, you know, uh, your address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That little boy.
[CUSTOMER][NEUTRAL] I know y'all was working today, Good Friday.
[AGENT][NEUTRAL] Yeah, yeah, we're working.
[CUSTOMER][NEUTRAL] Well, when I ask for the, they like if I get the money I I to pay like $400.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Take good day bye.
[AGENT][NEUTRAL] Uh, looks like it's still in medical review. Let me see if there's any update on the notes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. OK. But I said I, I said I'll give it to like like he said like what they do is like they generate it like every so amount of time like.
[CUSTOMER][NEUTRAL] Like, it got to click on like it, it could be something different, so they get off the desktop with the desktop whatever they could chat uh-huh. Oh, OK, OK, alright, thank you so much.
[AGENT][NEUTRAL] Yeah, I, I show it's still in medical review. Um, it should be any day now though that that's released so I don't know um it's just a standard part for the claim.
[AGENT][NEUTRAL] Um, that we have medical review on it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Oh, and do they update it online pretty pretty regularly or as they do it, or is it like, well like when you see it before I see it type thing, or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it's, it'll be updated online um at the same time I can see it too, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, OK then, alright, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh, you too. Bye-bye.