AccountId: 011433970860
ContactId: fd70a746-6429-45ac-acb1-2e63f5796b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367660 ms
Total Talk Time (AGENT): 97428 ms
Total Talk Time (CUSTOMER): 62572 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/2025/01/06/fd70a746-6429-45ac-acb1-2e63f5796b83_20250106T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was just calling about a claim that I filed, uh, for my mom, uh, uh, just trying to check the status of it.
[CUSTOMER][NEUTRAL] On the cancer in the uh intensive care.
[AGENT][NEUTRAL] OK. Can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] Callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I don't have it in front of me. Can I give you her social?
[AGENT][NEUTRAL] What is that number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you verify the address and date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII] [PII].
[AGENT][POSITIVE] [PII], thank you so much for verifying that information. One moment please while I pull up um policy information.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Hold on one moment, let me reach out to the um processor. Hold on.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Of course she is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]. I have a member on the phone.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just need to see if Doctor [PII] got back with you on a [PII].
[AGENT][NEUTRAL] Oh, OK, maybe it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll let her know. You have talked to her already?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she just was checking the status. I, I pulled up one of the policies and it was pending for Doctor [PII] review and I just didn't know what was going on. I'll just let her know that you're currently working on it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You want me to let her know that?
[AGENT][NEUTRAL] But uh uh uh uh I mean, she's just gotta wait for it in the mail, like.
[AGENT][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So I reached out to the examiner to see what's going on. Um, she's currently, she states she's currently working on it. She does state that there was no beneficiary that, you know, you already knew that and that she was gonna be sending out the airship, um.
[CUSTOMER][NEUTRAL] She was
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Documents for you to fill out?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. So that's what the, that's what's going on with your um claim at this time.
[CUSTOMER][POSITIVE] OK then, thank, thank you so much and you have a happy new year. I got no ma'am, I got the doctor that you been in that's the only reason I'm rushing off. Thank you.
[AGENT][NEUTRAL] Is there any
[AGENT][NEUTRAL] You do the same.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling ATL. Bye bye.