AccountId: 011433970860
ContactId: 22a14071-ce45-4c0a-8cfe-d96754ca1b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215589 ms
Total Talk Time (AGENT): 79772 ms
Total Talk Time (CUSTOMER): 69025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/22a14071-ce45-4c0a-8cfe-d96754ca1b30_20250417T22:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I have a question. It was for a benefit I submitted, um, for consideration, and it didn't go through, but it said it was submitted twice. I don't know if I did it twice or what's wrong with it or what I did wrong.
[AGENT][POSITIVE] Yes ma'am, I can assist you with claim status. Could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you, [PII] and a good call.
[CUSTOMER][NEUTRAL] And the numbers
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh go ahead.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Um, 02545403.
[AGENT][NEUTRAL] And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] Dream at [PII] Dreamlines.com.
[AGENT][NEUTRAL] Um, I'm showing a different email address.
[CUSTOMER][NEUTRAL] Dream my dream is, 00, and entry at [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. That's the one we're showing.
[AGENT][POSITIVE] Thanks, [PII]. And yes, I'm showing where you've um submitted two claims, and I'm showing that we received them and they're in line to be processed. Please allow 7 to 10 days for processing, 7 to 10 business days.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And what amount do you show for that?
[AGENT][NEUTRAL] Um, it doesn't give us that information. It just shows that we've received the claims.
[CUSTOMER][NEUTRAL] When was it received?
[AGENT][NEUTRAL] They were received today, 4:17. I'm showing too.
[CUSTOMER][NEGATIVE] No, no, this was, no, this was received on [PII].
[AGENT][NEUTRAL] OK, what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you the patient or one of your dependents?
[CUSTOMER][NEUTRAL] My daughter is.
[AGENT][NEUTRAL] OK. And her name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the date of service was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the bill charges, please repeat that?
[CUSTOMER][NEUTRAL] $56.57.
[AGENT][NEUTRAL] OK, yeah, it was received on [PII] and processed on [PII].
[AGENT][NEUTRAL] And the payment was sent to you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Was it um direct deposit or check?
[AGENT][NEUTRAL] It was direct deposit?
[CUSTOMER][POSITIVE] OK weird OK alrighty OK well I apologize, thanks so much.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if that's it.
[AGENT][POSITIVE] OK, thank you again for calling APL Nikki. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] That