AccountId: 011433970860
ContactId: 3b985bea-bd54-4342-a7b0-50a7c58650bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288600 ms
Total Talk Time (AGENT): 93425 ms
Total Talk Time (CUSTOMER): 67576 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3b985bea-bd54-4342-a7b0-50a7c58650bb_20250527T18:14_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], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Doing great, doing great, um, calling to check on a claim for one of our customers.
[AGENT][POSITIVE] Sure I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 2579047.
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you are a broker, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can I get the um.
[AGENT][NEUTRAL] Agency name and number?
[CUSTOMER][NEUTRAL] Alright, well, I own the agency. It's Brian Pattero LLC and Crescent City Benefits, and the email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] The claim number is I believe it is 360-1442.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we received this claim on [PII].
[AGENT][POSITIVE] It is, it looks like it is still being worked on actually.
[AGENT][NEUTRAL] But we did receive it and it is currently being worked on.
[CUSTOMER][NEUTRAL] I got an email
[CUSTOMER][NEUTRAL] OK, I got an email saying they came to their decision um from claims that's why I was just calling to see if it was processed.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me check because I'm not showing the processed date so let me double check.
[CUSTOMER][NEUTRAL] Let me check the email.
[AGENT][NEUTRAL] Let me go back to and double check.
[AGENT][NEUTRAL] It might not just be it might be not updated completely in the system yet either.
[CUSTOMER][NEUTRAL] I'm trying to pull the email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], thank you for following up. Medical review has been completed and the claim is now, OK, and it's final processing stages. OK, so the medical review has been completed, but it hasn't been processed yet today.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah it looks like I mean I would give it until either the end of today so maybe call back tomorrow morning um it just hasn't been updated in my system yet. I am showing that it is um almost be it should be being process finished processing by today um I just can't give you.
[AGENT][NEUTRAL] If it's been paid or denied yet just because I.
[AGENT][NEUTRAL] I haven't done the claim, so I don't know what their uh decision is yet but it looks like it should be um either by the end of today early tomorrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that'll work. I'll circle back. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright thank you so much for calling [PII] and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Bye bye.