AccountId: 011433970860
ContactId: f609515f-7097-410f-b081-a85f5fbcdc67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340720 ms
Total Talk Time (AGENT): 144261 ms
Total Talk Time (CUSTOMER): 153141 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/f609515f-7097-410f-b081-a85f5fbcdc67_20241231T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm a broker. I'm just calling to check on a claim for one of our customers.
[AGENT][POSITIVE] Well, good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Doing great, doing great. How are you?
[AGENT][POSITIVE] Happy New Year. I'm doing fine, thank you for asking. And of course it would be my, it would be my pleasure to assist you with that claim information. Do you have the client's policy number?
[CUSTOMER][POSITIVE] Happy New Year.
[CUSTOMER][NEUTRAL] Yes ma'am, policy number is.
[CUSTOMER][NEUTRAL] 241-923-5
[AGENT][NEUTRAL] And the name and date of birth?
[CUSTOMER][NEUTRAL] Um, the gentleman's name is [PII], and it is, his date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Is that who the claim is for?
[CUSTOMER][NEUTRAL] And it's on child.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I in the I apologize, the claim is on [PII], his daughter.
[AGENT][POSITIVE] Great. All right.
[CUSTOMER][NEUTRAL] And and I actually called last week and I called last week and they processed the accident claim but it looks like the hospital claim is processed as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like on the [PII] yesterday, [PII]'s claim was completed.
[AGENT][NEUTRAL] Um, this was for data service 12-1824 for an ER visit and a payment of $100 was sent to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Got it, got it, perfect, um.
[AGENT][NEUTRAL] And that'll be by check he doesn't have his direct deposit set up.
[CUSTOMER][NEUTRAL] Got it. I'll be sure and let them know um would you mind if I give you, um, one more person?
[AGENT][POSITIVE] Oh, no, it would be a pleasure. What's that next policy number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me do it like this to make it easy on you.
[AGENT][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I, I don't mind hard. Whatever we gotta do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It just so happens like all kind of claims came through at the last second this year. Um, I don't know if people get reminded at the end of the year of claims they need to file, but it's always uh.
[AGENT][NEGATIVE] I think they panic
[CUSTOMER][NEUTRAL] Yeah it's always a mad rush I think they think they have like a timeline to get it done, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, now this person.
[CUSTOMER][NEUTRAL] OK, it's um this policy number is 244.
[CUSTOMER][NEUTRAL] 6222
[AGENT][NEUTRAL] 244-6222.
[CUSTOMER][NEUTRAL] 244-622-2, yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is that name and date of birth?
[CUSTOMER][NEUTRAL] That is uh [PII], and she's [PII].
[AGENT][NEUTRAL] The claim is for her.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes ma'am, and basically I just wanted to see if we can send a note to the examiner because basically what happened was this is something new to me and I've been doing this 25 years they um.
[CUSTOMER][NEUTRAL] She had an accident. She had a bee sting or something at work. It was a bug bite. They sent her to get her to the workman's comp doctor and anytime there's an accident at work, they make them do a drug screen, no matter what. It's just company policy. Well, the examiner said he wants a copy of the drug screen, even though it was a bug bite. So we uploaded it, um, we actually uploaded it yesterday. I just wanted to see if we could send a note over because the claim's kind of been lingering for a little bit.
[CUSTOMER][NEUTRAL] Um, that we did upload the drug screen yesterday.
[AGENT][NEUTRAL] Let me see who processed this. I think it was [PII].
[CUSTOMER][NEUTRAL] We done
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then it [PII].
[AGENT][NEUTRAL] Let's see if she's in.
[AGENT][NEUTRAL] OK, tell you what I'm gonna do. She is away from her desk right now. I
[AGENT][NEUTRAL] I don't know if she's at lunch or if she's gone, or with the holidays or what, but what I'm gonna do is send her an email.
[AGENT][NEUTRAL] To let her know
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] Because she's the one who processes this product.
[AGENT][NEUTRAL] And I will just let her know that that what information was uploaded yesterday and for her to please.
[AGENT][NEUTRAL] Um, process as soon as possible. How about that?
[CUSTOMER][POSITIVE] I appreciate you doing that.
[AGENT][NEUTRAL] And you know we're gonna be closed tomorrow.
[CUSTOMER][POSITIVE] OK, I'll be sure to try to get everything done today so uh.
[AGENT][NEUTRAL] We'll be open Thursday.
[CUSTOMER][NEUTRAL] Won't bother y'all with nothing.
[AGENT][NEUTRAL] Hey, we, we appreciate you bothering us.
[CUSTOMER][POSITIVE] It's so funny.
[CUSTOMER][NEUTRAL] I always say I'm gonna take off this time of year and all of a sudden every time people always call left and right and send emails and voicemails so it's never really off, you know.
[AGENT][NEUTRAL] Yeah, yeah. They just won't leave you alone, will they?
[CUSTOMER][POSITIVE] No, you're right.
[AGENT][POSITIVE] That's, but that's not a bad thing. That's, that's job security and as long as they're bothering us, we're taking care of them and that's always a good thing.
[CUSTOMER][POSITIVE] That's right, that's right.
[AGENT][NEUTRAL] So, whatever we need to do.
[AGENT][POSITIVE] I have sent that to Ms. [PII] and you know [PII], if you need anything you never hesitate to give us a call.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I appreciate that very much.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with?
[CUSTOMER][POSITIVE] And I hope you all that.
[CUSTOMER][POSITIVE] That's it, that's it. I appreciate your time. Hope you have a happy new year.
[AGENT][POSITIVE] I hope you have a new happy New Year as well. You and your family have a safe and happy new year, [PII], and don't forget, we appreciate you and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.