AccountId: 011433970860
ContactId: f32a8c57-4f54-4e61-a671-a3c9382e5470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289269 ms
Total Talk Time (AGENT): 102299 ms
Total Talk Time (CUSTOMER): 72804 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f32a8c57-4f54-4e61-a671-a3c9382e5470_20250423T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII] and I'm with the broker's office, and I just wanted to check the status of a claim that I submitted for a member.
[CUSTOMER][NEUTRAL] Um, last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][POSITIVE] Thank you so much I can help you with the claim. Um, can you please give me the name of the broker's office and the group that you're calling for the members with?
[CUSTOMER][NEUTRAL] Um, broker is H&H Insurance Solutions, and the group is, um, cladding and Component Solutions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] The group, um, I have his policy number.
[AGENT][NEUTRAL] OK, what is the policy number, please?
[CUSTOMER][NEUTRAL] 022 03757
[AGENT][POSITIVE] Thank you ma'am and and then Miss [PII], can I get your callback number just in case the call is disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much. Alright, let me look up that policy.
[AGENT][NEUTRAL] OK, thank you, Miss [PII] for giving me that information. Um, I've got his policy pulled up now and we're gonna look, do you know what the data service was for?
[CUSTOMER][NEUTRAL] Um, 8.
[AGENT][NEUTRAL] The claim
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Where is that data service? It was 8 1622.
[AGENT][NEUTRAL] OK, and do you know the charge amount?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or even the facility name?
[CUSTOMER][NEUTRAL] The full, yeah, the facility is Northside Hospital.
[CUSTOMER][NEUTRAL] Full charges were $9,043.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me um see if I can find that claim and is it for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you remember which day you sent in the claim is [PII]?
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] I've got
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it looks like we paid $350 on this claim.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Check number 2040031 and let me look and see if that's cleared.
[CUSTOMER][NEUTRAL] It was just paid within the last week, so.
[CUSTOMER][NEUTRAL] He probably hadn't even gotten it yet.
[AGENT][NEUTRAL] Yes ma'am, it was paid on April.
[AGENT][NEUTRAL] Right, it didn't go until April, well, it was issued on [PII] on the [PII], which was yesterday.
[CUSTOMER][NEUTRAL] So yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] Perfect, and it paid the $350.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] Well, Ms. [PII], you're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am that's all you have a good evening.
[AGENT][POSITIVE] Oh you have a blessed night too Miss [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.