AccountId: 011433970860
ContactId: ea2028e5-b60a-424c-8eee-fbfaa9fc0d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566969 ms
Total Talk Time (AGENT): 117567 ms
Total Talk Time (CUSTOMER): 79461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ea2028e5-b60a-424c-8eee-fbfaa9fc0d1d_20250204T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about my group, my critical illness claim I made.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Like back in October and it's still pending.
[AGENT][NEUTRAL] OK, I can check that out for you. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and what's the policy number?
[CUSTOMER][NEUTRAL] The what policy number?
[AGENT][NEUTRAL] Your your policy number?
[CUSTOMER][NEUTRAL] 2475523
[AGENT][NEUTRAL] OK, I for some reason I can barely hear you.
[CUSTOMER][NEUTRAL] 24755
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] 23 OK and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Can you verify your, can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you said they're you're calling on your critical illness claim, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Looks like it's still pending it for medical records. Let me see what it says.
[CUSTOMER][NEUTRAL] The building we've been waiting.
[CUSTOMER][NEUTRAL] Uh, I'm sure they sent it out now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we've not received at this moment we've not received any records. Give me one second.
[AGENT][NEUTRAL] Let me look at something else.
[CUSTOMER][NEUTRAL] My doctor said he could talk to y'all and he.
[AGENT][NEUTRAL] Let me read the notes.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Still looking, [PII], give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thanks for your patience. Just trying to check everything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And sorry for coughing. I have to cough, can't there.
[CUSTOMER][NEUTRAL] No, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] People need to know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] A few more seconds.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But what I am going to do, [PII].
[AGENT][NEUTRAL] I'm gonna get you over to the area that uh reviews your claim and then I'll state to them what the situation is and they can further assist you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling Ael [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] I have the insured on the phone. Um, let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 552 3.
[AGENT][NEUTRAL] Uh, should be for [PII].
[CUSTOMER][NEUTRAL] OK, and you have a callback number?
[AGENT][NEUTRAL] Uh, that number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's calling about, it looks like we're still waiting on medical records.
[AGENT][NEGATIVE] Um, and I, you know, read the notes on 28 Dehey reached out. He's, he's, he's irritated.
[AGENT][NEUTRAL] Um, and that's pretty much what I told him, but he's holding the line. It's like, no, no, no, no, no, I want some further answers than that. So then it looks like we received the medical records under claim 353-4973, so I'm not for sure what's going on here.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send them through and I'll just have to ask this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] No, I'm saying you can send it through. I just have to ask to show you what the status of it is.
[AGENT][POSITIVE] OK, OK. All right, here he comes, thanks.
[CUSTOMER][NEUTRAL] Mhm.