AccountId: 011433970860
ContactId: f5084a68-6dcc-4f43-bfaf-1aa7d571f429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128610 ms
Total Talk Time (AGENT): 4690 ms
Total Talk Time (CUSTOMER): 81919 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f5084a68-6dcc-4f43-bfaf-1aa7d571f429_20250616T18:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with uh the care team.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, I'm calling, uh, it's for policy number 1836605 [PII] in regards to her daughter [PII].
[CUSTOMER][NEUTRAL] It looks like she was speaking with [PII] earlier um about her claim uh looking at the notes.
[CUSTOMER][NEUTRAL] Well, and then there's an [PII] and an [PII]. I don't know who those would be, um.
[CUSTOMER][NEUTRAL] But I had uh seen in the claim, uh, remarks that the claim was denied because the benefit maximum had been met. But then I guess, let me see, called inured to go over the surgery benefits.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she looked like she was uh expecting a call back from [PII], but [PII]'s not in and I don't I can't read those claim remarks and understand quite what she's talking about but um.
[CUSTOMER][NEUTRAL] Let me see, I was wondering if you could help her with that because the claim is still being processed and I guess they were going over something for the last claim, the one that got denied.
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEGATIVE] Like I'm not understanding these.
[CUSTOMER][NEGATIVE] No, it's not even letting me see the rest of the messages.
[CUSTOMER][NEUTRAL] Let me just get back to the claim.
[CUSTOMER][NEUTRAL] It's the claim number 3611434. I guess they were trying to reprocess it.
[CUSTOMER][NEGATIVE] And it looks like Misty is out so I don't know who to contact for that.
[CUSTOMER][NEUTRAL] Hello.