AccountId: 011433970860
ContactId: f396152d-f071-479c-a77e-7b00d2a1e741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201300 ms
Total Talk Time (AGENT): 57970 ms
Total Talk Time (CUSTOMER): 106409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f396152d-f071-479c-a77e-7b00d2a1e741_20250108T15:35_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello.
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEGATIVE] I am calling about a claim because I cannot, I'm online, but it's not allowing me to click on it to open it, so I can't look at it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, are you the policy holder or are you calling on behalf of the provider's office?
[CUSTOMER][NEUTRAL] I'm the policy holder.
[AGENT][POSITIVE] OK, give me your name and the policy number and I'll help you out with that.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02473022.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd to pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can you verify your date of birth, your mailing address, and your email on file?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] And you said my address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're on the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and so tell me where you are. Are you where it's at? Are you at the claims dashboard?
[CUSTOMER][NEUTRAL] Yes, and I'm looking at um
[CUSTOMER][NEUTRAL] A [PII] claim and the number is 2473022.
[AGENT][NEUTRAL] OK, so you can see the claim number but you're not able to populate the ELB?
[CUSTOMER][NEUTRAL] Yeah, it's, it's not, there's no um.
[CUSTOMER][NEUTRAL] Oh wait, here it is. I didn't scroll over far enough.
[AGENT][NEUTRAL] What's the claim number? because you gave me the policy number again.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 4,746,660
[AGENT][NEUTRAL] OK. So you.
[CUSTOMER][POSITIVE] And it answered my question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] That's OK. Were you pulling up the policy number for the claim number?
[CUSTOMER][NEUTRAL] I know, you know, the bottom where it allows you to scroll across.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, there's 2 scroll lines, but I was only seeing one.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So now I see 2. I don't know what I did, but now I'm able to see 2.
[CUSTOMER][POSITIVE] Oh, well, well, at least I gave you a laugh for today.
[AGENT][NEUTRAL] Oh yeah, and you located at the EOB.
[CUSTOMER][POSITIVE] Yes, I'm OK. Everything is fine.
[AGENT][NEUTRAL] OK, all right. Any other questions I can help with, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] Uh bye bye.