AccountId: 011433970860
ContactId: 36298d62-676c-4e8f-b45f-b958cb9eb9fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417459 ms
Total Talk Time (AGENT): 96757 ms
Total Talk Time (CUSTOMER): 120266 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/36298d62-676c-4e8f-b45f-b958cb9eb9fa_20250207T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], you guys are always so helpful. I put in a claim. I have a claim number and I was um looking at my account and I don't know how to see the claim results. um, I tried clicking on the blue claim number thinking and it says getting your file, getting your file, but then it never shows me the file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what is your policy number?
[CUSTOMER][NEUTRAL] Oh great question um 023.
[CUSTOMER][NEUTRAL] 284-71
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and may I have your name and date of birth?
[CUSTOMER][NEUTRAL] Yup, it's [PII] and my date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. One moment. What is your callback number please, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm gonna give you my cell today um it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, thank you, thank you and the last thing to verify please is your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you, and you say you have a claim number for me to check for you what's that claim number?
[CUSTOMER][NEUTRAL] Um, OK, it is 3481635.
[AGENT][NEUTRAL] OK, 3481635. 1 moment.
[AGENT][NEUTRAL] 635.
[AGENT][NEUTRAL] Bear with me please excuse me, sorry.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEGATIVE] Am I wrong in thinking when I'm in my account if I go down the claim number aisle they're all blue and kind of highlighted and if I click on it it says it's getting your file but it never actually does like what is it supposed to do pop up.
[AGENT][NEUTRAL] OK, that was
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK, um, I'm waiting on my computer, give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Well, I'm so embarrassed. May I place you on hold, please? I'm sorry. May I place you on hold while I get this populate. OK, thank you. One moment. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No problem, yep, go ahead. OK dokey. You are on hold.
[AGENT][NEUTRAL] And 644 is that here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so let's submit it here.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Thank you so much for your thank you so much for your patience with me. OK, for this particular date of service of [PII], it shows that the adjuster is asking for an anonymized bill with a diagnosis and procedure codes along with the explanation of benefits. It may be where you just send in the receipt, but we need the itemized bill with the diagnosis code, procedure codes, and the explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And I think I did figure out why it wasn't downloading that information I think.
[CUSTOMER][NEUTRAL] I think it's downloading now. I don't know maybe there was like a glitch in the system or it wasn't working, but I went out and I logged back in. Let me see if it downloads. I just clicked on another um.
[CUSTOMER][NEUTRAL] Whatever that's called, uh, claim to see if it's gonna download it because it's getting the file, so maybe it fixed. I maybe it was like just a technical, I don't know.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] It may be just too much. I'm sorry.
[CUSTOMER][NEUTRAL] Um, it's.
[CUSTOMER][NEUTRAL] Yeah, sometimes I guess it gets stuck.
[CUSTOMER][NEUTRAL] OK, yeah, it looks fine now. OK.
[CUSTOMER][POSITIVE] All right well thank you very much. I very much appreciate all your help on that.
[AGENT][POSITIVE] You're so very welcome, Miss [PII]. Thank you so much for being patient with me. I appreciate that. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] No, we are good.
[AGENT][POSITIVE] OK, thank you so much for calling APL. You have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] You too bye.