AccountId: 011433970860
ContactId: 22bf1e0f-3537-4980-9a92-469cd34a0475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127949 ms
Total Talk Time (AGENT): 80479 ms
Total Talk Time (CUSTOMER): 45431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/22bf1e0f-3537-4980-9a92-469cd34a0475_20250310T14:52_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I just have a general question. How long does it take after a claim is submitted and all the required information is attached?
[AGENT][NEUTRAL] Um, you mean how, how long it takes for it to be processed?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Oh, OK, OK. Um, yes, I can answer that. It, it really depends on the product, but the normal processing time is 7 to 10 business days. And may I have your name for my notation?
[CUSTOMER][NEUTRAL] So, it's [PII]. I think I, I spoke with you earlier.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, yes, you do, Ms. [PII]. Yes. Mhm. Yes.
[CUSTOMER][NEUTRAL] So I, I did the form, I did everything, so I just wanted to know so I can call the, the the um the doctor's office and let them know because they're like, you have 10 days to pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Oh boy. Uh yeah, tell him that it's 7 to 10 business days to process the claim. So that, that is the the time frame, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, then how does it work? You will send me an email saying, yes, it's approved or, or send a check to.
[CUSTOMER][NEUTRAL] Pay the money, or how does it work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you register online through the uh phone um text messaging system, once this process is gonna send you a text message saying that it was processed. So you will go in and you will check and see if it's paid or not. If it's paid um either if you have registered for direct deposit it's gonna be direct deposited if not we're gonna send a check, a paper check.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and you send it to me or the doctor?
[AGENT][NEUTRAL] No, to you. If you send in the claim, it's gonna be sent to you. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you very much.
[AGENT][NEUTRAL] OK, Ms. [PII], you're welcome. Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, alright, well thank you for calling APL. If you have any other questions, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.