AccountId: 011433970860
ContactId: 375a28ab-02ae-472c-8c8e-5b6942b28f15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517558 ms
Total Talk Time (AGENT): 108592 ms
Total Talk Time (CUSTOMER): 160730 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/375a28ab-02ae-472c-8c8e-5b6942b28f15_20250122T21:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling us, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um insured [PII] on the phone, and I know I just destroyed that last name, but, um, his policy number.
[CUSTOMER][NEUTRAL] It's 22
[CUSTOMER][NEUTRAL] 09508.
[AGENT][NEUTRAL] I'm sorry, can you repeat that again? because it was going.
[CUSTOMER][NEUTRAL] He is about.
[AGENT][NEGATIVE] There's a bad bad connection, so I have 22.
[CUSTOMER][POSITIVE] Oh goodness, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, my phone
[CUSTOMER][NEUTRAL] 220.
[CUSTOMER][NEUTRAL] 9508.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, and he's calling about his January claim um 354-863-9.
[AGENT][NEUTRAL] Hold on one sec.
[CUSTOMER][NEUTRAL] The remarks
[CUSTOMER][POSITIVE] OK, go ahead and take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I get too excited.
[AGENT][NEGATIVE] That's just my, um, it's been going slow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK. Um, you.
[CUSTOMER][NEGATIVE] Mine has too and then you hear my phone's being stupid too.
[AGENT][NEUTRAL] And you said 2203508?
[CUSTOMER][NEUTRAL] No, 22095008.
[AGENT][NEUTRAL] OK. And, and it's for [PII] and you said um the claim, the last claim 354-863-9?
[CUSTOMER][NEUTRAL] Yes, I read him the remarks that it's gonna be processed after [PII], and he's our.
[CUSTOMER][NEUTRAL] Submitted after January, let me see what it said.
[CUSTOMER][NEUTRAL] Something about [PII].
[CUSTOMER][NEUTRAL] Benefits pending and will be released after the [PII] of the month and that note was done on [PII] and he's just wondering about his um payment when he's getting it.
[AGENT][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I told him I said that's a that's a lot of 0s in that number and he said that's because I'm a 10.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII].
[CUSTOMER][POSITIVE] So you got you a spicy one, girl.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, you can send it through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling Apilis [PII]. Am I speaking with Mr. [PII]?
[CUSTOMER][POSITIVE] Yes, [PII], how are you? Thank, yes it is.
[AGENT][NEUTRAL] I'm doing just fine, and yourself? Um, the rep stated you had a question about um your claim. Um, if you can give me one second, I'm looking up that information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 3854869.
[AGENT][NEUTRAL] I'm just trying to see what the, the pending cause it's showing it's pending, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Yes, I, I submitted um the medical records. uh, I asked my doctor and I guess there was a request for them.
[CUSTOMER][NEUTRAL] Uh, and I, uh, I just told the lady, you know, just given to me and I'll, I'll forward it to them, and that was done on Monday, I believe.
[CUSTOMER][NEUTRAL] Just a few days ago, a couple of days ago.
[CUSTOMER][NEUTRAL] I just wanna verify that you received those also.
[CUSTOMER][NEUTRAL] Cause I know that was a problem last time that my doctor was just taking forever to uh.
[CUSTOMER][NEUTRAL] You know, email them back to uh to APL.
[AGENT][NEUTRAL] Yeah, I'm thinking that um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, as long as long as you receive the medical records.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is there an email on the [PII]?
[AGENT][NEUTRAL] Um, I'm looking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was trying to pull up your policy to see um if there's a waiting period. Um, that's what I was looking at, but I know the code is showing that it'll be released after the [PII], um, and they're probably going based off the waiting period as well because the waiting period was 14 days. Um, so let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What we have received recently.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like the rep may have been working on it today. Um, I'm trying to get a status.
[CUSTOMER][NEUTRAL] OK, as long as, yeah.
[CUSTOMER][NEUTRAL] OK, no, as long as you got all the paperwork cause I know those medical records, they took they took forever last time and I just wanna verify that you received them, um.
[CUSTOMER][POSITIVE] Cause uh I told my doctor, you know, cause they took, I mean, I, they got new people in there this time, so I just told them, give them to me and I'll forward it to them, so they should have been forwarded on Monday, so, but that's OK, [PII] thank you very much. I really appreciate it.
[AGENT][NEUTRAL] Alright, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much and you have a good day.
[AGENT][POSITIVE] You as well and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You take care. Bye-bye.