AccountId: 011433970860
ContactId: dbede38e-13b9-434b-a278-6894f0a960de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135250 ms
Total Talk Time (AGENT): 58803 ms
Total Talk Time (CUSTOMER): 80860 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/dbede38e-13b9-434b-a278-6894f0a960de_20250113T19:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I was an agent at one time and I have been, I was trying to help a, a former client with a cancer, um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Claim. I've been working on it since last year and she's been undergoing treatment for a long time. But my question is, and, and I'm realizing I'm calling you right now and I don't have her file in front of me. Um, I'm gonna find out where we are on what has been paid, if there's anything outstanding.
[CUSTOMER][NEUTRAL] Up to this date and so um on some of the claims that we have filed electronically.
[AGENT][NEUTRAL] OK, [PII], so you're trying to check on some claims for one of your clients, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, and she signed my name on the paper and everything I've been able to get information by phone.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And so you're wanting to see any thing that has not been paid?
[AGENT][NEUTRAL] I mean, I'm
[CUSTOMER][NEUTRAL] I want to see if you need additional information on some of the things.
[AGENT][NEUTRAL] On any of the claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. So, um, I can help you with this. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And her policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I see, I don't have that in front of me.
[CUSTOMER][NEUTRAL] I'm actually not home.
[AGENT][NEUTRAL] OK, cause I'm gonna have to, yes, ma'am. I, well, I'm gonna have to verify several things with you for security.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you have all of her demographic information?
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Over what?
[AGENT][NEUTRAL] Date of birth, address, phone number, that type of thing with that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, I'm gonna, I'm gonna look under her contact here. Let me see, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Cause I'll have to be able to verify all of that information with you, um, [PII], before I can give you any information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, OK, well, let me call you back when I get back in my office.
[AGENT][POSITIVE] OK. Well, I'm so sorry, I'm sorry that I couldn't help you at the moment.
[CUSTOMER][POSITIVE] And I will do that no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. So thank you again for calling APL uh-huh.
[CUSTOMER][NEUTRAL] Bye bye, bye.
[CUSTOMER][NEUTRAL] Sure bye bye.
[AGENT][NEUTRAL] Bye.