AccountId: 011433970860
ContactId: 55aaa45d-5c51-4b10-af62-68ecb764f1a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367119 ms
Total Talk Time (AGENT): 123759 ms
Total Talk Time (CUSTOMER): 168622 ms
Interruptions: 10
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/55aaa45d-5c51-4b10-af62-68ecb764f1a6_20241230T20:02_UTC.wav
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[CUSTOMER][NEUTRAL] So there's back there and
[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to check on my claim.
[AGENT][NEUTRAL] OK, well I can help you with your claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 991,560
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Where they quickly located.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] You with
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this is the claim that was sent in on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see, hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], is it OK if I place you on just a brief hold while I look for the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] The scientific. You are on hold.
[AGENT][NEUTRAL] I don't know what that means. I've never seen this one before. I see something ain't covered.
[AGENT][NEUTRAL] Am I supposed to tell her that?
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][POSITIVE] I'm doing good. Um, can you look at a claim with me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, it's policy number 991,560.
[CUSTOMER][NEUTRAL] On a Marvel Harris?
[AGENT][NEUTRAL] Mhm. Is that last claim there from December.
[AGENT][NEUTRAL] It says that it's on hold pending premium, but I don't know. First, I don't even know if I could tell her that and then
[AGENT][NEUTRAL] I don't know what premium is due because December was just paid.
[CUSTOMER][NEUTRAL] Yeah, looks like that's what it's tended for. Let me see what date is this client. It's for [PII].
[CUSTOMER][NEUTRAL] Because it's paid to one.
[CUSTOMER][NEUTRAL] To [PII], so let me see, is [PII] here? Because it looks like we have premium. I'm not sure when she pinned this claim. Maybe she hadn't got to it today. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, looks like she must be out of the office today. I'm sure this probably must have came up on her report. Let me see when they applied premium.
[AGENT][NEUTRAL] Looks like today.
[CUSTOMER][NEUTRAL] Yeah, maybe, um, yeah, yeah. So she hasn't, she's out, so that's why it hadn't been processed yet.
[CUSTOMER][NEUTRAL] So I was, is it the insured calling?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I would just let them know because I don't think the EOB has printed for this. Let me double check.
[CUSTOMER][NEUTRAL] Yeah, I would just let them know it's in processing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I will let them know because if we do have the premium, I would just let them know it's in processing.
[AGENT][POSITIVE] All righty. Well, thank you.
[CUSTOMER][POSITIVE] Yeah, uh, you're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I also called over to claims um to see if there was an update, but the claim is in processing, um, the representative that's processing it is out today, so there wasn't an update, but the um representative I did speak with said that we received everything, um, the premium has been received, so, um,
[CUSTOMER][NEGATIVE] It seemed like they were never ran in the picture. It was just like just [PII] and [PII] there.
[CUSTOMER][NEUTRAL] For [PII] [PII].
[CUSTOMER][NEGATIVE] And finally hurt you.
[CUSTOMER][NEUTRAL] connection after years of struggling with her own.
[AGENT][NEUTRAL] It's just pending finished processing.
[CUSTOMER][NEUTRAL] From what I see it almost appears as though [PII] had some abandonment issues.
[CUSTOMER][NEUTRAL] In the way that the divorce happened and the mom left.
[AGENT][NEUTRAL] Alright, so it is um 7 to 15 business days to process the claim, but this is at the end, so you should be receiving your explanation of benefits shortly um with the the decision.
[CUSTOMER][NEUTRAL] Um, and then there was pressure between her and her dad. Her dad was pretty stricts past us, and she made it really clear that she did not want to have to move back with him. The the.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a happy new year.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you bye bye.