AccountId: 011433970860
ContactId: ede02cd6-ccde-4519-a235-e6b0ac5bbd05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523090 ms
Total Talk Time (AGENT): 228253 ms
Total Talk Time (CUSTOMER): 146419 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ede02cd6-ccde-4519-a235-e6b0ac5bbd05_20250623T17:45_UTC.wav
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[CUSTOMER][NEUTRAL] Call that
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I call that
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was calling to get an update on my claim that was filed and appealed.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][POSITIVE] Yes, let me get that for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just logged me out. I'm waiting for it to pop back up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, policy is C0986596.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, um, so that is not one of our policy numbers. Let's see, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I can start choosing your social.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Look, I have it written on some paperwork that I have on my desk here. That's just what they have on the dashboard online. I don't know what that number is.
[AGENT][NEUTRAL] I'm not sure. um, let's see, do you have a group number?
[CUSTOMER][NEUTRAL] Look, I have it right here for you 02605156.
[AGENT][NEUTRAL] Oh, that's our policy number. OK, thank you. Yeah, that's, that's it.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] Oh lovely.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alrighty now was this claim for you or was it for one of your dependents?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][POSITIVE] It was OK alrighty thank you one moment please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And when you pull the claim out, the claim shows it's pending, but all of this information was sent out [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, OK. Give me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I see it's for preparation of a letter so if you'll give me one moment, [PII], I'll get some clarification on this. I'm just gonna put you on a brief hold, OK? I'll get right back with you. I do see that it's showing that it's in a holding status pending more information or preparation of a letter, so I'm not quite sure if that let me see when that was actually updated.
[CUSTOMER][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] But I do see where it was received on the.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that was from, that was just last week. OK. Alrighty, yeah, if you would give me just a moment, [PII] I'm just gonna put you on a brief hold while I get clarification regarding this. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] Sooner I thank you. I've got a member on the line who had um for an accident policy. She filed an appeal and she was wanting to check on it. I do see it, but, um, and she sees it on the website as well and wanted clarification um it does state that it's uh in a holding status pending more information or preparation of letter. So is that something that it's just waiting, it's waiting on us or is there something that she's needing to do additionally?
[CUSTOMER][NEUTRAL] What's the policy number? Let me take a look.
[AGENT][NEUTRAL] It is 02605156.
[AGENT][NEUTRAL] And it is for uh part one.
[CUSTOMER][NEUTRAL] I will have to check further with the appeals examiner to see exactly what's going on. I didn't see anything additionally in notes. She's currently away. What?
[AGENT][NEUTRAL] Yeah, I'm, I was kind of confused by this too.
[CUSTOMER][NEUTRAL] Yeah, I have to verify with her. We'll have to probably give her a call back, check into a little further and give her a call back to let her know.
[AGENT][NEUTRAL] OK, do you want her information?
[CUSTOMER][NEUTRAL] What's her information?
[AGENT][NEUTRAL] Uh, call back is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, OK, so I'll just tell her to expect a call from us, um, but later today or tomorrow?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK got it alright I appreciate your help thank you.
[CUSTOMER][POSITIVE] You're welcome thanks bye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] All right, [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I appreciate your patience so I did reach out to our um claims department and they're I guess um whoever was in doing the appeals is unavailable at the moment so I did go ahead and give them your call back number.
[AGENT][NEUTRAL] Um, and so once they, um, get more clarification on this they will be giving you a call back, um, just for good measure. I'm gonna read back that call back to make sure I did hear that correctly. I had a [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK awesome alrighty so it should be, I would think it no um excuse me, should be later today, um, but at the very latest I would say tomorrow I don't think it would take quite that long but just in case.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I'm really not sure what it is they need to work on. I mean, you know.
[AGENT][NEUTRAL] That's what they're gonna get clarification regarding yes and that's what there is, uh, I was a bit confused by that as well uh so they're gonna get to the bottom of it for you though and let you know as soon as they're able to.
[CUSTOMER][NEUTRAL] Yeah, what, what I sent to him is straightforward. I mean, a copy of my policy, copy of the diagnosis, the office notes, and they're like, we don't cover that. No, well, in the policy it says you do so unless they need to find a reason why they don't at this point, it just feels like that's what it is.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No ma'am I imagine no um I imagine it might have been some sort of it could have been just a little hiccup or something like that in our system, um, but they're going to get to the bottom of it for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Well, thank you so much.
[AGENT][POSITIVE] You are very welcome. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call back. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.