AccountId: 011433970860
ContactId: dcc3f2ba-20d5-4a6d-ac68-dd857f2dc3d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518280 ms
Total Talk Time (AGENT): 175494 ms
Total Talk Time (CUSTOMER): 145098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/dcc3f2ba-20d5-4a6d-ac68-dd857f2dc3d7_20250507T20:51_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] I just mean, isn't it the way that I can talk to Miss [PII]?
[AGENT][NEUTRAL] In claims?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can try to see if [PII] is available for you. May I have your name?
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, my name is [PII].
[AGENT][NEUTRAL] OK, and are you an insured or you're calling with a group or a provider?
[CUSTOMER][NEUTRAL] I'm, I'm an insurer, mhm.
[CUSTOMER][NEUTRAL] You check out but I claim some documents, uh, to continue follow my claim.
[AGENT][NEUTRAL] OK, and um I can go ahead and get Ms. [PII] for you. Let me pull up your policy just in case she asks me what um do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh yes, ma'am. It's 0209.
[CUSTOMER][NEUTRAL] 1331.
[AGENT][NEUTRAL] Thank you. Hold on one moment. I'm um writing her as well while we're verifying so she won't have to.
[AGENT][NEUTRAL] All right, and I have you here, Mr. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII] [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that. And is it alright if I place you on just a brief hold while I see if [PII] is available today?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][NEUTRAL] OK. You're very welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So [PII] is actually not in today. I thought she was just away, but she's not in today. Um, so either I can, looks like [PII] already sent her an email from earlier um today. Did you want me to try to get, I can get you a claims examiner on the line, or do you want it to specifically be [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Uh, no, that'd be funny if somebody else can help me, that would be great.
[AGENT][NEUTRAL] OK, um, well, if you don't mind, I'm gonna place you on just a brief hold and reach out to the claims team to get a representative for you, OK?
[CUSTOMER][NEUTRAL] All right, honey, and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, honey, Miss [PII], thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and hold on one moment while I get a rep for you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][POSITIVE] Have a good day, honey.
[AGENT][NEUTRAL] You also, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Doing great [PII] thank you how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. She, she's really trying to get to [PII], but [PII]'s not here. We sent an email earlier today, now she's calling back. Um, is policy number 2091331. She's not upset or anything. She just, [PII]'s helping her with her claim and um she just wants to talk to someone in claims.
[AGENT][NEUTRAL] From the notes, it looks like some.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like the surgeon's bill is needed, so it might be something in reference to that.
[CUSTOMER][NEUTRAL] And this is for [PII]?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] And we're trying to get information.
[AGENT][NEUTRAL] Just from what I picked up from the notes, because she, she's not giving me much information, she just wants to speak to somebody in claims, but from what I saw in the notes, we at one point, we were asking for the surgery bill.
[AGENT][NEUTRAL] And then she called in today.
[AGENT][NEUTRAL] About medical, it just says medical information. So it sounds like she's trying to get some documents to us maybe.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to read the notes here. Sorry, advise me to itemize surgeon bill.
[AGENT][NEUTRAL] Oh yeah, you're fine.
[CUSTOMER][NEUTRAL] Just wanna know if we can contact the provider and see if they can send us advise we'll check to see if that's something we can do and call her back.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And this is for.
[AGENT][NEUTRAL] Part 4.
[CUSTOMER][NEUTRAL] [PII] is the claim for [PII], yeah, part 4, OK, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just wanted to make sure I was on the same page.
[AGENT][NEUTRAL] No, I had to think about what you were saying. I I it didn't register at first.
[AGENT][NEGATIVE] I got like 30, 30 more minutes and my head is pounding.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I hear that 30 minutes. OK, um, not really sure if I can help or any, um.
[CUSTOMER][NEUTRAL] She said [PII] talked to her earlier and said she was gonna send an email to [PII] and you're saying [PII]'s not available. Let me see if I can.
[CUSTOMER][NEUTRAL] Because I'm not really sure what to tell her.
[AGENT][NEUTRAL] I looked in teams.
[CUSTOMER][NEUTRAL] Yeah, I don't see [PII] here at all, so.
[CUSTOMER][NEUTRAL] Possible she.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess transfer her to me and that's her callback number the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] All right, um let me see if I can.
[CUSTOMER][NEUTRAL] Make some headway with her and everything's been verified correct [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, you can send her over to me and I'll see if I can assist her.
[AGENT][NEUTRAL] Alright thank you [PII], hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Ms. [PII].