AccountId: 011433970860
ContactId: dcf96523-6652-4956-820c-8853959eb007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272619 ms
Total Talk Time (AGENT): 143244 ms
Total Talk Time (CUSTOMER): 82685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/dcf96523-6652-4956-820c-8853959eb007_20250502T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, ma'am. Good morning. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm calling from the broker's office and I'm calling to check, to check on a claim I submitted for a client, please, or a group, individual in a group.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, Ms. [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And you said that you're calling to check the status of a claim on an individual. Do you happen to have that individual's policy number or the group number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02477075.
[AGENT][NEUTRAL] And what's the name of the?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], are you also able to verify the agent's full name?
[CUSTOMER][NEUTRAL] [PII] Insurance Services of Palm Beach.
[AGENT][NEUTRAL] OK. And are you able to verify the insured's date of birth and mailing address just to make sure our records are up to date?
[CUSTOMER][NEUTRAL] Yeah, uh, date of birth is [PII] and.
[CUSTOMER][NEUTRAL] Uh, let me get her.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, Ms. [PII]. That is what we have on file.
[AGENT][NEUTRAL] All right. And this was a claim that was submitted yesterday or on the [PII]?
[CUSTOMER][NEUTRAL] It was in [PII]. I, I, um, emailed in the EOB last week. It was a claim from [PII] for Quest.
[AGENT][NEUTRAL] OK, it does appear that we got something on [PII], um, and it's showing that we did pay out on something yesterday.
[AGENT][NEUTRAL] So let me um let you speak to a specific claims representative. I apologize, Ms. [PII], but I, I can only see that we got it. I can't see the specific details of what was processed, um, but she will be able to help you with that, and I'll make sure I relay all the information so you don't have to repeat yourself. Is it OK if I transfer you for further assistance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day and hope, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold please.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Good morning. Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in the customer service department. I've got, um, how are you?
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got an agent on the phone. She's calling in regards to an insured's policy. She's wanting to check a claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's Ms. [PII].
[AGENT][NEUTRAL] And I did verify that she is with the agent's office, and she also did verify the name of the um insured and the address as well. So the policy number is 2477075 [PII], and she verified the date of birth too.
[AGENT][NEUTRAL] She said the claim was sent in last week.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she I guess she's just wanting to see if we process it and if, you know, I guess the status of everything. Um her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, I'm ready for it and you said Miss [PII].
[AGENT][NEUTRAL] All right, here she is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, here she goes. Thank you.