AccountId: 011433970860
ContactId: d1a7b1d6-d7c1-48f0-9695-19a08a4f8b29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548700 ms
Total Talk Time (AGENT): 206133 ms
Total Talk Time (CUSTOMER): 194955 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d1a7b1d6-d7c1-48f0-9695-19a08a4f8b29_20250328T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I submitted a claim, um, I'm trying to see what date I guess.
[CUSTOMER][NEUTRAL] Uh, maybe a few weeks back and it's closed but telling me that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You guys are awaiting information from my employer to confirm eligibility.
[CUSTOMER][NEUTRAL] Uh, I submitted a very similar claim about 2 years ago and it was covered. I, I just wanna try to find out why.
[CUSTOMER][NEUTRAL] Like what, I guess.
[AGENT][NEUTRAL] I can help you. You, you wanna know what's up, don't you?
[CUSTOMER][NEUTRAL] A mas waiting
[CUSTOMER][NEUTRAL] Yeah, I pretty much.
[AGENT][POSITIVE] I got you. Well, it would be my pleasure to assist you. Do you have the uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Claim number or your policy number so I can get that looked up and we can check on it.
[CUSTOMER][NEUTRAL] Yeah, sure, um, the claim number is 3576.
[CUSTOMER][NEUTRAL] 146.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And I'll just need to verify your date of birth and current mailing address, please.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII], and my address is [PII].
[AGENT][NEUTRAL] Alright thank you and this claim was for [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, let's take a look.
[AGENT][NEUTRAL] I'm looking, hang on just a second.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It's showing that [PII] is not a cover dependent.
[AGENT][NEUTRAL] But hang on just a second, I'm, I'm thinking.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] So there was a period of time where unfortunately my company failed to add him but then they added him.
[CUSTOMER][NEGATIVE] And told me that they had back like retro retroed it so that it would be for the year. I don't know why they didn't originally add him they messed it up.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I got you. OK, so what do I need?
[CUSTOMER][NEGATIVE] That very dull moment.
[AGENT][NEUTRAL] Yeah, isn't that the truth?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Anybody that's bored in life, they, I would love to be bored for a little bit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my
[AGENT][NEUTRAL] Um, let's see what I can do, Ms. [PII] I can send a request to our claims department to review that and give you a call back if that would be OK.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yeah, that would be fine. I mean like I'm looking like I'm in my actual in the actual portal and he's listed, so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not sure if that might have been a system, you know.
[CUSTOMER][NEUTRAL] Now,
[AGENT][NEUTRAL] Or miscommunication with the group or anyway, what I can do is I can send them a notification to review that.
[AGENT][POSITIVE] And give you a call back.
[AGENT][NEUTRAL] It may be Monday. Would that be OK?
[CUSTOMER][POSITIVE] OK, yeah, great.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] If it's not I can just transfer you over to them and they can check on it now for you.
[CUSTOMER][NEUTRAL] No, that's fine they can they can call Monday.
[AGENT][NEUTRAL] Well, the reason it would be better so that they can research it and see exactly what's going on.
[CUSTOMER][NEUTRAL] Yeah, that's no that's fine I mean.
[CUSTOMER][NEUTRAL] I guess like though, I mean.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Is there any like number or anything I should.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just in case I don't hear back from them, should I call back in or?
[AGENT][NEUTRAL] Mhm, uh, if you don't hear from them by Tuesday, give us a call back at this number at [PII].
[AGENT][NEUTRAL] And we'll get you straight over to them.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I'm putting that request in right now.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] And hopefully they'll give you a call back this afternoon. If not, it may be Monday, but let's.
[AGENT][NEUTRAL] So I'm gonna ask them to review that and you're stating that the coverage should be active for [PII].
[CUSTOMER][NEUTRAL] Yeah I mean it's showing that it is so I I might have to actually let me see so he's actually had other things um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Paid out for him this year so.
[CUSTOMER][NEUTRAL] I'm unsure.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like it, it's, I mean, the, the, yeah, I mean the EOB is saying that.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] There that someone's reaching out to my employer for something but I'm unsure like what would they need for my employer.
[AGENT][NEUTRAL] See, I don't have that EOB. I'm showing a different, let me see if there was another EOB sent out. I'm sure there was if you got it. I'm not saying you don't have it. I just said, I'm just saying I don't see it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh, no, no, no.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yeah, it looks like on the [PII], that's when that was sent out, and then on the [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't know if they got something back.
[CUSTOMER][POSITIVE] Yeah, this looks like it was completed.
[CUSTOMER][NEUTRAL] Oh, the [PII] maybe.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And then it's just saying we are awaiting information from your employer association to confirm eligibility.
[CUSTOMER][NEUTRAL] And then upon receipt it's just I don't know I I mean I I'm sure you've heard this before but.
[CUSTOMER][NEGATIVE] This system is crazy. Like it closes out the says it's processed, but like it's not and it's, it's just so weird. I wish you could just like add things on top of it instead of having to reopen, like open a whole phone.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh my gosh, um,
[CUSTOMER][NEUTRAL] Yeah, but I mean I don't know.
[CUSTOMER][NEUTRAL] What they would be waiting, like what someone would be waiting for.
[AGENT][POSITIVE] Well, I, I'm just gonna get them to check on everything for you.
[CUSTOMER][POSITIVE] Yeah, no, perfect, that's perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And give me just one second, let me complete this so I know that they have time to do it.
[AGENT][POSITIVE] I want to get this in the queue. Hopefully they can get it this afternoon.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Come on, fingers trying to do it quickly.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and that number um.
[AGENT][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] [PII] is a good number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] yeah that's it.
[AGENT][POSITIVE] Yeah, good.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, I have sent that request in and they should be reviewing that and hopefully give you a call back this afternoon.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh no, that was it.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you, Ms. [PII] and like I said, hopefully, they're gonna get that taken care of for you and give you a call back.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you and thank you for calling APL. Hope you have a great evening and a happy weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.