AccountId: 011433970860
ContactId: 55154b65-ab9b-430a-8dd9-4f4a47c83ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298470 ms
Total Talk Time (AGENT): 147552 ms
Total Talk Time (CUSTOMER): 84128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/55154b65-ab9b-430a-8dd9-4f4a47c83ddc_20250604T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, I was calling in regards to a claim that I had faxed an appeal to, and I just wanted to confirm that that had been received.
[AGENT][NEUTRAL] Sure, yeah, I can see if that's been received. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, my name is [PII] is my um last name initials.
[AGENT][NEUTRAL] OK, thank you. And then, uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, that is D as in Delta 43732539.
[AGENT][NEUTRAL] OK, so that is not one of our policy numbers that we know that is through, uh, they're called 90 degree benefits. Um, if you'd like, I can give you their information and transfer you to them, or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Um, yeah, I have their social. It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Oh what's the name for the member?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and then do you have their date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK awesome so I did find a policy to have with us um if you'd like, do you want me to go ahead and give you that policy number that they have with us?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is 0258.
[AGENT][NEUTRAL] 0615.
[CUSTOMER][POSITIVE] 15 OK wonderful thank you for that.
[AGENT][NEUTRAL] These can be a bit, uh, they can be a bit confusing as they're, um, part of a multi plan so let's see.
[AGENT][NEUTRAL] I do have.
[AGENT][POSITIVE] Looks like an appeal that was.
[AGENT][NEUTRAL] We received [PII].
[CUSTOMER][NEUTRAL] OK, that's probably ours then.
[AGENT][NEUTRAL] OK, was the date of service was that for um [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alrighty, give me just a moment let me get this pulled up. It does look like it uh did complete processing so let's take a look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like it just completed processing so unfortunately I don't have um the actual response just yet um it would most likely be available uh either later today or I would say probably tomorrow um at the latest so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because it I I think they just finished processing it, so they're probably working on getting that information, uh, available, right, um, so I'm sorry I don't have a response just yet but um you can either try again later today if you'd like or definitely tomorrow.
[CUSTOMER][NEUTRAL] Like as we speak.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, that's not a problem we can try back, um.
[CUSTOMER][NEUTRAL] Then I guess see is there any sort of like a document number or case number that's affiliated with it that I could reference?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely, um, it would be uh like a claim number um as it was regarding a claim so uh let me know when you're ready and I'll give that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can go right ahead.
[AGENT][NEUTRAL] OK, that is uh 3607.
[AGENT][NEUTRAL] 596.
[CUSTOMER][NEUTRAL] So 3607596.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK wonderful OK well that's all I need if I could just get a reference number for our call.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date, and so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK wonderful well thank you so much for your help and I hope you have a wonderful day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APO you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.