AccountId: 011433970860
ContactId: 0c5d19d9-c9d8-4c4e-bd14-913fccc225a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133949 ms
Total Talk Time (AGENT): 53662 ms
Total Talk Time (CUSTOMER): 47316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0c5d19d9-c9d8-4c4e-bd14-913fccc225a1_20250417T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and I'm, I'm with the broker's office, and I wanted to check on a claim that I had submitted for a member.
[CUSTOMER][NEUTRAL] Um, I, I was thinking I've done it a couple of days ago. I just realized that it was actually, um, yesterday morning, so I don't know if anything's been done with it yet, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see, I can check and see if we received it at least. OK, Miss [PII], and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02203.
[CUSTOMER][NEUTRAL] 757.
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] And what's the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have your email address for verification?
[CUSTOMER][NEUTRAL] My email?
[CUSTOMER][NEUTRAL] Um, is [PII].
[AGENT][POSITIVE] Thank you. All right, see.
[AGENT][NEUTRAL] Yeah, we did receive the claim as in line to be processed. The normal processing time is 7 to 10 business days. It may be sooner, but we cannot guarantee.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, well I'll check back on it on Monday then see if we've got any update then thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's all I have.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.