AccountId: 011433970860
ContactId: 17647bee-3c09-47cc-abb0-094e28a56613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284679 ms
Total Talk Time (AGENT): 167545 ms
Total Talk Time (CUSTOMER): 52819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/17647bee-3c09-47cc-abb0-094e28a56613_20250317T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII].
[AGENT][POSITIVE] Hey, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Yeah, I was calling to see what the update on my uh my claim is.
[AGENT][POSITIVE] OK, I'm happy to check on a claim today. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, the coverage is 252-1406.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] Right. And then if I can get your date of birth and address, please.
[CUSTOMER][NEUTRAL] It's [PII]. My address is [PII].
[AGENT][POSITIVE] All right. Thank you. One moment.
[AGENT][NEUTRAL] All right, thank you so much. So it looks like um we're just awaiting some verification. It looks like on our salary verification. So it is still in progress. It has not been denied or processed at this time. uh, so it looks like you just need a little bit more time on it.
[CUSTOMER][NEUTRAL] So what the what you need my my uh social security verification or what?
[AGENT][NEUTRAL] Um, it looks like they requested some verification. It just says.
[AGENT][NEUTRAL] Says requested records so they're just awaiting that to be sent to the claims examiner to finish processing.
[CUSTOMER][NEUTRAL] How long do you think that will take?
[AGENT][NEUTRAL] Uh, let me see if I can see a date in which this was requested.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Looks like the request was sent on the [PII].
[AGENT][POSITIVE] So, hopefully sometime in the next day or two, we should hopefully get something back. I wouldn't think that it would take him that long to send the request back. Um.
[CUSTOMER][NEUTRAL] Uh, who, who are they requesting that from?
[AGENT][NEUTRAL] Um, it looks like they were requesting the medical records. It looks like from your provider, from a Doctor [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, it looks like he resides, yeah, so, and it looks like they can send it back to us via fax, um, so yeah, we're just waiting to get that back, it looks like.
[CUSTOMER][NEUTRAL] So, so that you, you gotta get the information from Doctor [PII].
[AGENT][NEUTRAL] Right, the medical records. So, um, just to verify that you're receiving care from the facility, so in in order to process the benefits, we need those records and so we put on there the dates of service and um then it just states for them to please send the records back to us either via mail or fax.
[CUSTOMER][NEUTRAL] Do you think I should call him or just let it let it go?
[AGENT][NEUTRAL] You can, you can double check with them, make sure they receive the request and then see how they're sending the request back to us because if they're putting it in the mail, I mean they're in [PII], we're in [PII], that's not that far to go, but it would definitely take longer to process through the mail versus getting it in a fax.
[CUSTOMER][NEUTRAL] OK, I just gotta figure out who I need to call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it would probably be if you have a contact for this provider, the Doctor [PII], um, it would probably be anybody in their like medical records department, that's who you'd want to speak to.
[CUSTOMER][NEUTRAL] OK, that that's all I ask for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, dear, you, you're mighty helpful. Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.