AccountId: 011433970860
ContactId: 2a60ec71-e6de-4e38-91c0-51e811d90058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194479 ms
Total Talk Time (AGENT): 79224 ms
Total Talk Time (CUSTOMER): 84768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2a60ec71-e6de-4e38-91c0-51e811d90058_20250212T16:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] I'm doing well. Listen, I was calling to check on the status of the claim.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 2439986
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, are you calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] No, ma'am. I'm calling on behalf of myself.
[AGENT][NEUTRAL] OK, you're the policy holder, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and it's a claim on my husband. I sent in an appeal on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, let me get you verified. Can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII] mailing address [PII].
[AGENT][NEUTRAL] And what's a good email address in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said the claim is for your spouse. What's your spouse's name and date of birth?
[CUSTOMER][NEUTRAL] How is [PII].
[AGENT][NEUTRAL] OK, and you filed an appeal? when did you send in the appeal?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I think it was last Tuesday or Wednesday.
[AGENT][NEUTRAL] OK, around the [PII].
[CUSTOMER][NEUTRAL] Because the doctors, yeah, the doctor's office has sent it, I wanna say a week or two before they faxed it, and it was like you guys never received it. So then she emailed me the documentations and I uploaded it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show that that information was received on the [PII] and it's in line next in line for processing.
[CUSTOMER][NEUTRAL] OK, so, um, probably about another week or so.
[AGENT][NEUTRAL] Yeah, our standard processing time is 7 to 10 business days from the date that we receive it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it may be completed by the end of this week.
[AGENT][NEUTRAL] You know, can't guarantee, but you're more than welcome to call back to status it. Um, the document that you sent in, uh, [PII], did you put, uh, a pill on it?
[CUSTOMER][NEUTRAL] So I put the cover sheet that said a pill and the other one was a PDF from the hospital. Like I couldn't, you know, add it to that or change anything. So it's too if you could see it's two separate sheets I sent in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, good. I wanted to ask that because they're not gonna acknowledge it as an appeal unless it says appeal on it so if it does, that's good they'll review it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it is here and it's in line to, uh, next in line for processing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Alrighty, any other questions, [PII] I can help with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.