AccountId: 011433970860
ContactId: 17ea5002-0377-4ee0-b7f6-adb772df17b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111849 ms
Total Talk Time (AGENT): 12150 ms
Total Talk Time (CUSTOMER): 76597 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/17ea5002-0377-4ee0-b7f6-adb772df17b1_20250610T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I was calling to ask a couple questions about a claim that I, um,
[CUSTOMER][NEUTRAL] I had called yesterday to kind of follow up um and I was told that I had received or y'all had received all the information I needed but then I just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Heard from my doctor's office that additional information was requested today that uh regarding my medical history that is in like a date range that has nothing to do with the claim. So I was just trying to figure out why that was being requested, what is specifically needed, stuff like that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Interesting. OK, so you, I'm sorry, you said that yesterday you called and it had completed processing and we.
[CUSTOMER][NEUTRAL] Or it was, I, I had called yesterday regarding my claim to see if all my information like that I needed to submit was received and who I can't remember who I talked to yesterday, but they said that everything was received was basically just in the process of being um.
[CUSTOMER][NEUTRAL] Reviewed, and then I should hear back at the end of the week. But I just got a call from my doctor's nurse who said that she got a request this afternoon regarding some of my medical records, but it's from a date range that has nothing to do with this claim. Um, and so I was just trying to figure out.
[CUSTOMER][NEUTRAL] What was needed why that was needed, um, it said that the request had come from a [PII].
[CUSTOMER][NEUTRAL] Like the request today.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.