AccountId: 011433970860
ContactId: ef1e51e8-b923-42aa-bd78-8717e4136fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367559 ms
Total Talk Time (AGENT): 101334 ms
Total Talk Time (CUSTOMER): 75463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ef1e51e8-b923-42aa-bd78-8717e4136fad_20250402T13:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. uh, I'm calling about Premier Laboratory. I'm calling to check about the status of an employee's claim. I didn't know which option to pick. I didn't really hear claims.
[CUSTOMER][NEUTRAL] So is this the right line?
[AGENT][NEUTRAL] OK, yes, mhm.
[AGENT][NEUTRAL] Correct. And may, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And you said you're calling from a provider's office, correct?
[CUSTOMER][NEUTRAL] Uh, the broker's office.
[AGENT][NEUTRAL] Brokers, OK.
[AGENT][NEUTRAL] Thank you. And what is the group number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 26856.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], I just need to verify your email for security.
[CUSTOMER][NEUTRAL] My email?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] It's uh it's [PII]. agency.
[AGENT][POSITIVE] OK. Thank you. All right. And how may I assist you again?
[CUSTOMER][NEUTRAL] So I'm calling about [PII]'s claim or accident claim. She was just wondering when that's gonna be paid out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I can check on that. Do you have her policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have, OK, here's the policy number, yes ma'am, it's gonna be 258-538-0.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Do you have her date of birth for security?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, do you know when the claim was sent to us?
[CUSTOMER][NEUTRAL] Uh, yeah, it says they received [PII].
[CUSTOMER][NEUTRAL] I have the confirmation number.
[AGENT][NEUTRAL] OK. OK. I was just making sure that it is that one since it's been so long. OK, um, let me see what's going on.
[AGENT][NEUTRAL] Let me pull the details on that claim.
[AGENT][NEUTRAL] OK, I'm waiting on the paperwork. Let me if you got any notes here.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] OK, so based on the denial, it looks like it was denied, um.
[AGENT][NEUTRAL] Then our reason is indicating the loss was incurred prior to insurance effective date.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the effective date of the policy is [PII].
[AGENT][NEUTRAL] And the service was.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Year, year before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, I'm seeing it, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is benign, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Alright well thank you.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye