AccountId: 011433970860
ContactId: d194bd6f-3b5b-40ed-b357-a392e5654d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73889 ms
Total Talk Time (AGENT): 35256 ms
Total Talk Time (CUSTOMER): 51633 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d194bd6f-3b5b-40ed-b357-a392e5654d2f_20250214T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm great. How about you?
[CUSTOMER][NEUTRAL] Doing well thank you I've got an insured on the line um kind of an odd situation I've never really encountered, um, so she filed a claim with us on her med link and she recently got a newer policy that had a higher amount, um, that would have taken effect during her effective date for this policy, um, but it went to the older one and paid a different maximum so she didn't get as much as she should have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I do see a note from yesterday that she called to have it reprocessed and she wanted to check on that.
[AGENT][NEGATIVE] Oh, OK. Well, I'll go ahead and take it. Yeah, it's gonna, it's gonna take like 55 working days to get it. Yeah, it's not gonna get.
[CUSTOMER][NEUTRAL] That's what I figured, I figured.
[AGENT][NEUTRAL] Yeah, yeah, yeah, it's not going, it's not gonna happen overnight. So either you can tell her or I can tell her either way, but yeah, tell her to give it a.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, I could tell her that's perfectly fine. Yeah, that's not a big deal. I just.
[AGENT][NEUTRAL] Yeah, just tell her to give it a couple of days. Yes, ma'am. Check that and say one day next week. Yeah, give it a couple of days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you alright I appreciate it thank you.
[AGENT][POSITIVE] Well, yes, ma'am. Is that all I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate it. Have a great rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, bye-bye.