AccountId: 011433970860
ContactId: 25d18393-41b7-42d3-bdbf-c97bffcb2a2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223570 ms
Total Talk Time (AGENT): 111378 ms
Total Talk Time (CUSTOMER): 76707 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/25d18393-41b7-42d3-bdbf-c97bffcb2a2f_20250305T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I just want to step on a check on the status of a claim, that's all.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you're calling from uh provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Uh, personal.
[AGENT][NEUTRAL] OK, um may I have the policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], may I have your date of birth, mailing address, and email address for verification?
[CUSTOMER][NEUTRAL] OK, email address by [PII]. date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, looks like we received additional information on the [PII] and it is still in line to be processed. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] So it'll be next week somewhere.
[AGENT][POSITIVE] Mm, correct, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, will I get a letter in the mail if I get denied or y'all just call?
[AGENT][NEUTRAL] Um, you will get something by mail.
[CUSTOMER][NEUTRAL] It says I've been denied. So if I get denied, what happens then?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's because we're waiting for additional information, uh, we'll let you know what information we're needing. If it's denied because it's not payable, it's gonna say, uh, the reason why it's denied, if it's paid, then you'll receive a check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If it's paid, I received a check. If denied, I see, so both of them right all together at the same time.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh well, hope it'll be good.
[CUSTOMER][POSITIVE] Hope I do get it.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] I have to pay for that radiation treat. I need this insurance so.
[AGENT][NEUTRAL] I understand, but yeah, um, once this process they'll know exactly if they had all the information, if it's payable or not, OK?
[CUSTOMER][NEUTRAL] I want you so it depends on how long you had the insurance with y'all. That's how stuff like that works.
[AGENT][NEUTRAL] Uh, it depends on the, the coding. That's why it's really important to send any itemized bill because we need to know the reason of you're getting the treatment, um, basically if it's something payable under the policy because you do have some benefits based on the service you get. So there's a lot of things that they need to look into it to determine if there's a payment or not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that was the last thing I said was the itemized billing. That was the one you just said last week. That's the one I sent out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, and, and that's what we need to determine payment is an itemized bill, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I like I said, if I do get I receive a check, what kind of check will I receive?
[AGENT][NEUTRAL] It's gonna be a regular check.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What's a regular check like 200 $300 or something like that.
[AGENT][NEUTRAL] Oh, we, we don't know how much it's gonna be in to this process.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] Yeah. You're welcome. Thank you for calling APL. Have a good day. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Have a good day.