AccountId: 011433970860
ContactId: 4be364ee-4242-4932-9229-f80d3801342b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169779 ms
Total Talk Time (AGENT): 76869 ms
Total Talk Time (CUSTOMER): 73272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4be364ee-4242-4932-9229-f80d3801342b_20250211T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII] calling from Advent Health to verify the claim status.
[AGENT][NEUTRAL] OK, I'll get check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][POSITIVE] Got it OK and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] Just a moment. So the policy number is 02419500.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII], the last name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, it is of [PII] for the amount of $2,118 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. Um, so I am not showing that we received a claim for that date of service, [PII].
[CUSTOMER][NEUTRAL] Oh, OK. So, uh, what is the general, uh, time frame to receive an, uh, electronic electronical claim?
[AGENT][NEGATIVE] Uh, there's no, um, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Um, I mean to say like, in how many days you would possibly receive an electronic claim.
[AGENT][NEUTRAL] Oh, so, um, I'm not sure how long it would take us to receive it generally, uh, electronically it doesn't take very long, um, but it can take once it's been received, it can take about 7 to 10 business days for claim information to process.
[CUSTOMER][NEUTRAL] OK, because we have uh lastly submitted on [PII].
[AGENT][NEUTRAL] OK, so it is possible that we've not yet received it um I would say no later than maybe next week if you wanna call back then to verify that we've gotten it um we'll be able to let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, so, um, can I get the call reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Have a great day ahead.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.