AccountId: 011433970860
ContactId: 5054dc44-a2fa-40a9-bcc4-e79e983743d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107010 ms
Total Talk Time (AGENT): 37431 ms
Total Talk Time (CUSTOMER): 63902 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5054dc44-a2fa-40a9-bcc4-e79e983743d5_20250619T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a, a quick question. I'm about to submit um some claims with uh with a claim form for an for an employee's spouse, um, but she had a question. She said that her.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The medical bills are past due and I let her know that the claim processing time takes about 90 days and she's concerned about those medical bills going to collections and affecting her credit. Um, is there a way that once they're, once the claims are submitted that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That APL like lets them know that hey the bill's gonna be paid uh huh.
[AGENT][NEUTRAL] So, yeah.
[AGENT][NEUTRAL] Well, I will say um the turnaround time for claim processing generally about I would say 7 to 14 business days, uh, once we received that information.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so, so there shouldn't be an issue then, uh huh.
[AGENT][NEUTRAL] Yeah, and it generally doesn't take quite that long anyway, uh, that's probably just the safest guess, but it could definitely be sooner than that.
[CUSTOMER][NEUTRAL] Oh OK, not a problem, yeah, that was her that was her main concern, um, but I can go ahead and let her know.
[AGENT][POSITIVE] Right, oh, that's completely understandable. Yeah, definitely.
[CUSTOMER][NEUTRAL] OK perfect yes I'm about to submit these claims through the email now um and I'll go ahead and let her know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that was all for now. Thank you so much.
[AGENT][POSITIVE] OK, yeah thanks I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.