AccountId: 011433970860
ContactId: d8ddacb0-bb20-42ed-b93b-4b0aceb87273
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242380 ms
Total Talk Time (AGENT): 126062 ms
Total Talk Time (CUSTOMER): 103573 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d8ddacb0-bb20-42ed-b93b-4b0aceb87273_20250317T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] um calling.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have gotten a text that says that um.
[CUSTOMER][NEUTRAL] They received all my um frame.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] And they will process?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, um.
[CUSTOMER][NEGATIVE] On your website right now and I'm not seeing anything that is processed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, um, Ms. [PII], can you give me your policy number, please, and I can check that claim status for you.
[CUSTOMER][NEUTRAL] OK. Uh, do you want the hospital or outpatient?
[CUSTOMER][NEUTRAL] Oh, both.
[AGENT][NEUTRAL] Either one, either one will work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0247
[CUSTOMER][NEUTRAL] 2975 ML 7
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, can you give.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] me your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh, address is [PII].
[CUSTOMER][NEUTRAL] Wood Violet Drive.
[CUSTOMER][NEUTRAL] Orlando, Florida.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] And then one last verification can you give me your email address?
[CUSTOMER][NEUTRAL] OK. Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like I have your work email.
[CUSTOMER][POSITIVE] OK, [PII]. That's even better.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. OK, thank you very much for uh verifying your policy for me. And if by chance the phone gets hung up, can I call you back on the number you just um verified for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] All right. So I'm looking, I'm looking at it right now and it looks like they're going to
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] They're in the process of of of um paying the claims so that's why it's not showing up on the online service center because it's still in the process of of being worked. So once that's complete, then you'll get a notification on the online service center that they have completed it and you'll be able to see the amount that was paid.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good. Oh, thank you. I thought they didn't pay any of it, and I'm like, oh my [PII]. OK.
[AGENT][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] No, ma'am, it's still being worked up, um, and they let you know as they're doing things, um.
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They let you know just to keep you in the loop of of where that your claim is at in the in the process, yes ma'am.
[CUSTOMER][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] Oh, OK. OK. Oh, thank you, [PII]. I couldn't sleep yesterday.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Because people are calling me and thank you, thank you so much. All right. Have a great day.
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] I hope you do too. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] You just say thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a good rest of your week and look forward to that payment coming, OK?
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you and to you the same.
[AGENT][POSITIVE] Alright, thank you, thanks for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] So, bye-bye. Uh-huh.
[CUSTOMER][NEUTRAL] Bye-bye.