AccountId: 011433970860
ContactId: 44aacc92-b82d-45eb-ba9b-cb0e8a215d3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268720 ms
Total Talk Time (AGENT): 103218 ms
Total Talk Time (CUSTOMER): 120128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/44aacc92-b82d-45eb-ba9b-cb0e8a215d3e_20250509T18:04_UTC.wav
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[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Is that I don't know if it's a person.
[AGENT][POSITIVE] Great. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just wanted to confirm uh that you guys received the fax from me um a couple days ago. I just wanna make sure, see if it got in the system yet.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] Uh yeah my name's uh [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 253-689-6.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] And is this for you or for a member listed on the policy?
[CUSTOMER][NEUTRAL] It's for [PII], my wife. Correct.
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I do need to verify the mailing address listed on file and the email address, please.
[CUSTOMER][NEUTRAL] Sure, you have the email address is [PII]. The mailing address should be [PII].
[AGENT][NEUTRAL] OK, is this a new mailing address or?
[CUSTOMER][NEUTRAL] It's, yeah, it's a, well, it should, I thought it was already updated. Um, the, the old one you would have had is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, let me get the new one so I can submit that request. What was it again?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's the city state is the same? I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I will get that request submitted over to you to them so they can update that in the system and then also you were calling to see if we received any claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up for you.
[CUSTOMER][NEUTRAL] Uh, well, I sent over a fax, uh, yeah, you guys needed more information from Providence since you needed a UB04 UB04 form and an explanation of charges, so I, I attached all that to a fax.
[CUSTOMER][NEUTRAL] Um, and I sent it on when did I send it? I think Monday of this week.
[AGENT][NEUTRAL] It does look like we've received it.
[CUSTOMER][NEUTRAL] So uh they said to give it a few days, yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yes, yes, it does look like we received it on [PII] or [PII], and we do have up to 10 business days before that claim is reviewed and or processed.
[CUSTOMER][POSITIVE] Yes, OK, good.
[CUSTOMER][NEUTRAL] How many days?
[AGENT][NEUTRAL] 10 business days.
[CUSTOMER][NEUTRAL] OK, all right, so follow up maybe in the next week.
[AGENT][NEUTRAL] Yes, as long as it's the 10 business days. Today is.
[AGENT][NEUTRAL] The [PII], so today is Friday.
[AGENT][NEUTRAL] So you would
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Count possibly today and then that would be Monday, Tuesday, Wednesday, Thursday, Friday, so there's only [PII].
[AGENT][NEUTRAL] It would actually be the following week, not this coming week. It'll be the following week that the claim can be processed.
[CUSTOMER][NEUTRAL] Oh, OK. All right. Oh, because you, oh, because they received it on the, you said the [PII], right?
[AGENT][NEUTRAL] Yes, so it'll be the business days we don't count the weekends.
[CUSTOMER][NEUTRAL] No, of course, yeah, yeah, no, of course, but if you received it on the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, let's not count that day. Let's just say, OK, so [PII] would be the first day, [PII], 10, so about the [PII] or [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, alright, I'll make a note to call back then.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that should be it for now. Yeah.
[AGENT][POSITIVE] OK, well, I do wanna thank you so much for calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] All right ma'am you too happy Friday bye bye.
[AGENT][POSITIVE] Thank you. Thank you. Bye.