AccountId: 011433970860
ContactId: 3ea07f1b-a7e1-4aa3-adba-ad0f790c3e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191910 ms
Total Talk Time (AGENT): 53244 ms
Total Talk Time (CUSTOMER): 90606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/3ea07f1b-a7e1-4aa3-adba-ad0f790c3e8a_20250415T18:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I'm calling on behalf of one of my employees. Um, I'm the benefits administrator slash broker on this account, um, and it's a, uh, the accountant group number is 25054, um, should be for American OneSource or or could be underneath the OS benefits as well.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] But I was just calling to, yes ma'am.
[AGENT][NEUTRAL] You have the policy number on the patient?
[AGENT][NEUTRAL] All right, remember
[CUSTOMER][NEUTRAL] Yes ma'am, I do. It's, it's uh 258-300-02.
[AGENT][NEUTRAL] Are you want to check claim status or what are we looking at?
[CUSTOMER][NEUTRAL] Yes ma'am, just, just, uh, I mean I see that it says process, but I don't know if that means it's like it was fulfilled like as in they paid her out or it was processed through and I just wanted to see if they they uh approved or denied it basically.
[AGENT][NEUTRAL] OK. Uh, can I get your callback number just in case I lose you?
[CUSTOMER][NEUTRAL] Yeah, of course [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] [PII] and I can spell anything if you need me to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what data of service were we looking at?
[CUSTOMER][NEUTRAL] Uh, it was I, I processed it. I uploaded it on, uh, [PII].
[AGENT][NEUTRAL] Like was that for disability.
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[AGENT][NEUTRAL] It looks like we're doing a pre-existing check.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] 00, so, so it hasn't been processed?
[AGENT][NEUTRAL] No, it hasn't been processed. It looks like the effective date was [PII].
[AGENT][NEUTRAL] So we're looking at um a preexisting questionnaire um.
[AGENT][NEUTRAL] Need to find out if, if there's any pre-existing conditions.
[CUSTOMER][NEUTRAL] I guess, I guess I shouldn't have called in because I mean I I knew that from last time I just noticed that instead of pending um on the status on the portal it says process so I didn't know if that meant that something was fulfilled or not because it just it had changed since since the last time I checked so if y'all are still looking into it then then that's understandable.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, it doesn't look like we've received anything back on the preexisting questionnaire, so it went ahead and and process the claim, but it's still we're waiting on that information and we've sent it.
[CUSTOMER][NEUTRAL] It's still pending, yes ma'am.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] OK, well that is perfect that's all I needed to know so thank you so much for your very valuable time.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.