AccountId: 011433970860
ContactId: 4e4220bd-56ee-4d46-81de-e1456f3501e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188229 ms
Total Talk Time (AGENT): 77099 ms
Total Talk Time (CUSTOMER): 68480 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4e4220bd-56ee-4d46-81de-e1456f3501e3_20250117T16:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to check on a claim please.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims and you're calling for provider's office.
[CUSTOMER][NEUTRAL] No, I.
[AGENT][NEUTRAL] your personal policy?
[CUSTOMER][NEUTRAL] Call in
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, sure, I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, I'm [PII], and, but it's under [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do, uh, 02117201.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And may I have the date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I was just trying to check on um.
[CUSTOMER][NEUTRAL] We had to do another claim. I was just checking on that one.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, looks like we received the additional information on the [PII] of this month.
[AGENT][NEUTRAL] Uh, the normal processing time is 7 to 10 business days, so it's still in line to be processed.
[CUSTOMER][NEUTRAL] Oh, I just received it Monday.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, do you know, so I need to wait until next Wednesday?
[AGENT][NEUTRAL] Yeah, you had to wait the the regular 7 to 10 business days uh for us to make a determination if we're gonna pay or not the, the claim right now it's under um it's in line to be processed right now.
[CUSTOMER][NEUTRAL] OK, and then um the doctor uh that he's seeing.
[CUSTOMER][NEUTRAL] They're supposed to, he's supposed to go to therapy all next week, right?
[CUSTOMER][NEUTRAL] But if he doesn't feel better, they're supposed to do another 2 more weeks. My question is, do we have to fill out new paperwork?
[AGENT][NEUTRAL] Mhm. Yes, for continuation, um, you always have to fill out the paperwork again.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK.