AccountId: 011433970860
ContactId: ebc47c4d-1c49-4637-872e-5074e2d1d054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365470 ms
Total Talk Time (AGENT): 63385 ms
Total Talk Time (CUSTOMER): 142363 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ebc47c4d-1c49-4637-872e-5074e2d1d054_20250429T16:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm trying to reach the appeals unit at American Public and I keep getting shot to the main menu, uh uh.
[CUSTOMER][NEUTRAL] Are you able to help me on that?
[AGENT][POSITIVE] OK, I'll be happy to assist. May I have your policy number, please?
[CUSTOMER][NEGATIVE] Well, I, I'm not the policy holder. I spoke to [PII] at your firm last week and I sent in an a secure email to the appeals address she gave me, and I never got a response that had been received.
[CUSTOMER][NEUTRAL] Is there a way you can check to see.
[CUSTOMER][NEUTRAL] If it was received by your firm.
[AGENT][NEUTRAL] Yes, uh, but.
[AGENT][NEUTRAL] If you were appealing something, it must have been a claim so that claim would have had to been attached to an insured so I'll need.
[CUSTOMER][NEUTRAL] Well, it is the the the insured's name is [PII].
[CUSTOMER][NEUTRAL] And the claim number was 353-547-0.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, no, I do not. I'm actually in my car, so I'm, I'm limited on what information. Like I said, I, [PII], when I spoke to her a week ago today, she gave me an email address for the appeals unit of [PII]. Does that sound correct?
[AGENT][NEUTRAL] OK. Um, I'm not in the appeals department. There is not a, let me see if I can reach out to her.
[CUSTOMER][NEUTRAL] OK, yeah, and I tried, I showed that her.
[CUSTOMER][NEGATIVE] Uh, extension is [PII], but every time I hit that number it sends me back to the main menu.
[AGENT][NEUTRAL] OK, let me see if I can.
[AGENT][NEUTRAL] Do you mind holding for me a moment please?
[AGENT][NEUTRAL] I'm sorry and your name again please?
[CUSTOMER][POSITIVE] That'd be fine. Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, thank you for that. One moment, um, I wasn't able to get her. I'm gonna probably gonna have to email.
[AGENT][NEUTRAL] Um, her with your contact information so she can give you a call back because I don't see where a new.
[CUSTOMER][NEUTRAL] That would be fine.
[AGENT][NEUTRAL] Claim was open. All right.
[AGENT][NEUTRAL] OK, and what's your um contact number?
[CUSTOMER][NEUTRAL] Yeah, Miss [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So the background of this, Ms. [PII] is a participant under a gap policy with your company and I run the primary.
[CUSTOMER][NEUTRAL] Health insurance program for that.
[CUSTOMER][NEUTRAL] Uh, employer
[CUSTOMER][NEUTRAL] She came to me after her claim was denied and the appeal was denied to ask if I could formulate a second level appeal and that's what I talked to [PII] about of sending that in. So I, like I said, I'm not the participant. I run the health program for the employer.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I appreciate your patience. I just um sent her your contact information by email for her to give you a call back.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] That'd be perfect. I think I appreciate so much he you assisted me on this, and I'll look forward to hearing from [PII] at some point in the future.
[AGENT][POSITIVE] Alright, thank you so much and thank you for calling APL. You have a good day. Thanks.
[CUSTOMER][POSITIVE] OK. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh, bye now.
[AGENT][NEUTRAL] Bye.