AccountId: 011433970860
ContactId: cef620df-8512-4752-a98f-d79d724e76db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734940 ms
Total Talk Time (AGENT): 204880 ms
Total Talk Time (CUSTOMER): 174792 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/cef620df-8512-4752-a98f-d79d724e76db_20250303T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII], this is [PII] with Airs Group, and um I had a message from a [PII]. Is she available?
[AGENT][NEUTRAL] Um, um, you said from [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I can see if she is available. Did you get a last name by chance, [PII]?
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's in regards to uh.
[CUSTOMER][NEUTRAL] It's in regard to a critical illness claim that was processed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just looking to update because she told me to call this number.
[AGENT][NEUTRAL] Sure, OK, and this was for your policy, [PII]?
[CUSTOMER][NEUTRAL] Uh, this is for one of our policy holders that we submitted in for.
[AGENT][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] OK, are you the group admin?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the group number?
[CUSTOMER][NEUTRAL] Uh, yeah, well, I have the policy, uh, for.
[AGENT][NEUTRAL] Oh, that's fine. Sure.
[CUSTOMER][NEUTRAL] OK. It's uh 243-515-5.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And which member was this regarding?
[CUSTOMER][NEUTRAL] Uh, this is [PII]'s policy. This will be on her son, um,
[CUSTOMER][NEUTRAL] Oh his name here, [PII].
[AGENT][POSITIVE] Oh, OK, I got it, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And this group is um
[AGENT][NEUTRAL] Ohio marijuana card?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I'm sorry, what was your last name?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK, I don't see you as one of the uh contacts for this group.
[CUSTOMER][NEUTRAL] We're the insurance company, we're the broker.
[AGENT][NEUTRAL] 00, broker, OK, sorry, I completely misunderstood.
[AGENT][NEUTRAL] Alright, well thanks for that information. Give me just a moment, [PII]. I'm gonna put you on a brief hold and see if [PII]'s available.
[CUSTOMER][NEUTRAL] Um, OK, or it might have, yeah, I, I have [PII] wrote down, um, but, um, I also have a to say.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I say, sure, OK, yeah, I could see if either one is available. That's fine.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][NEUTRAL] OK, of course, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh damn it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so neither of them are available at the moment, um, but I will go ahead and send them each a message, um, just whoever can get to you. Sorry.
[CUSTOMER][NEUTRAL] OK, I, OK, OK, OK, hold on. All I need is the update, so if you can just give me the update it.
[AGENT][NEUTRAL] For a particular claim?
[CUSTOMER][NEUTRAL] For this claim for the CI claim, all I need, she said that it was being processed and paid, so all I need is that information how much did it pay and when did the check go out to [PII]? That's it.
[AGENT][NEUTRAL] OK, and this was for [PII], let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, let's not complicated.
[AGENT][NEUTRAL] OK, it looks like I've got a couple of recent claims for [PII], um, both were submitted and.
[AGENT][NEUTRAL] Processed on the [PII]. Um, I've got one for [PII] that paid a benefit of $3750.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Give me just a moment I'll get that information.
[CUSTOMER][NEUTRAL] Yeah, and then I just need to know when the tech was mailed and I'm I'm sure it mailed directly to Julie.
[AGENT][NEUTRAL] Oh sure I can get that for you. Let's see. It looks like there was another one as well though. Let's see.
[CUSTOMER][NEUTRAL] So that one was 3750, correct?
[AGENT][NEUTRAL] Yes, um, and then the other one paid uh 50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So there were 2 checks mailed um and I can get both of those. It looks like they were both sent.
[AGENT][NEUTRAL] Um, on the [PII], but I will verify that and I'll verify, uh, of course, where it was sent as well.
[CUSTOMER][NEUTRAL] And the other one was just for $50.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so, uh, that they were both issued, uh, [PII], um, the address was, yeah, it looks like it was just sent to Julie, uh, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, you cut out there. So did they go to [PII]? No, you're good. Did they go to [PII]?
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Yeah, the [PII], yes.
[CUSTOMER][NEUTRAL] OK. And those mail the [PII] or the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. And um let me see what else was I gonna ask you with that.
[CUSTOMER][NEUTRAL] OK, so and they'll also have EOBs with those checks, correct?
[AGENT][POSITIVE] Yes, this absolutely.
[CUSTOMER][NEUTRAL] OK, OK, and do you know why the 3750 is that a percentage? Or how is that? Because it is a child I know, and sometimes it's a percentage of the amount of.
[CUSTOMER][NEUTRAL] The critical illness, so is that.
[AGENT][NEUTRAL] Um, yes, let's see.
[CUSTOMER][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] Critical illness benefit amount has been processed in accordance with the first critical illness benefit provision, so yes.
[CUSTOMER][NEUTRAL] OK, but they're gonna come back and ask me like what the percent is or like why the 3750.
[AGENT][NEUTRAL] OK, I see, yeah, for that I would have to get you over to the claims specialist, um, but it actually looks like [PII] is available right now, um, so I can get you over to her and she can give you those details.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] OK, that'd be great then thank you. OK, thank you. You are on hold.
[AGENT][NEUTRAL] OK, thanks, one moment.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you um so I actually trying to help her a bit myself uh so she's just calling in regards to claims, um, for part 4, I don't know, OK, so are you familiar? Do you need any information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nah.
[AGENT][NEUTRAL] OK, so I did tell her the amounts that paid, gave her the check information when they were issued, um, but she wants to know more specific details as to, um, especially that first claim that 3750 why and how we got that amount to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I know, sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You're the people who sold the policy, don't you know?
[AGENT][NEUTRAL] I know because that's what I was like. It goes off of a percentage and she said yeah, but they wanna know exactly or they're going to wanna know so I don't know. I'm sorry girl.
[CUSTOMER][NEUTRAL] OK OK, let me see, let me get the policy pulled up.
[CUSTOMER][NEUTRAL] OK, send her on.
[AGENT][POSITIVE] All right. Thanks, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.