AccountId: 011433970860
ContactId: 4fa6c4e5-4d05-4f8d-88a8-cb627aa62822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155250 ms
Total Talk Time (AGENT): 116539 ms
Total Talk Time (CUSTOMER): 56041 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4fa6c4e5-4d05-4f8d-88a8-cb627aa62822_20250228T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an insured on the phone. She's calling about a claim and it looks like it's under review, but she wants to make sure that we received her medical records and is, uh, wondering if that's a review, Ms. [PII].
[AGENT][NEUTRAL] Who, who is the um?
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] OK. Do you want a mask?
[CUSTOMER][NEUTRAL] No, it's cancer policy. You
[AGENT][NEUTRAL] Oh, OK. I, I can just tell her, let me see, give me the policy number.
[CUSTOMER][NEUTRAL] 252-508-3.
[AGENT][NEGATIVE] OK, please give it to me again. I'll put the wrong number.
[CUSTOMER][NEUTRAL] 252-508-3.
[AGENT][NEUTRAL] 831. OK. It looks like it's in review with Doctor [PII] and it looked like uh who this belongs to. This belongs to [PII]. So look like when you see that 99, that means they got the medical records and gone to the medical director for review. That's all you got to tell it. They was received and they'll put at our medical director desk for review.
[CUSTOMER][NEUTRAL] So that does mean that medical records have been received cause that's what she's gonna verify.
[AGENT][NEUTRAL] Yes, uh-huh. Yeah, that was when you see that 99, that means we got them and they are with the medical directive. If you see 24, that means we don't have them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she switched it over on Monday to [PII] and, and put 99, and I always put notes in my screen letting you know, receive medical records.
[CUSTOMER][POSITIVE] Yeah, that's why I always love when you do it.
[AGENT][NEUTRAL] Uh-huh, yeah, that, see that my mind. Uh-huh, yeah, yeah, I'll wait but that's right, you'll know what's going on. I don't know why people don't do that. I would put receive medical records on blank blank day. They sent the doctor for review. That's what I always put. But anyway, that's what that means that she got the medical records and she sent them over to our medical director on the [PII], and they, they, she haven't gotten the information back yet.
[CUSTOMER][POSITIVE] It makes it easier to read.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I guess I get so used to what you do, but you usually put all that information in there.
[AGENT][POSITIVE] Yeah, cause, see, I, I like to do it because when I ain't here, ain't nobody got to be trying to figure out what's going on, you know, you can, uh-huh, you ain't got to try to, yeah, what, what she need, why she did it, you know, so that's why I went, even when I pay a claim, I put on there the latest claim, pay benefit of the blank amount because I want the person calling and speaking to whoever. They'll know what I'm needing or what's going on, yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's the first thing I did when she asked that. I looked at notes, I didn't see anything. I was like, uh, let me check. Thank you, [PII], see.
[AGENT][NEUTRAL] Yeah, yeah, yeah, but that's what that means. OK.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] You're welcome. All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.