AccountId: 011433970860
ContactId: 563807a7-72a5-4dd7-b463-db968cc4a905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174190 ms
Total Talk Time (AGENT): 80521 ms
Total Talk Time (CUSTOMER): 47176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/563807a7-72a5-4dd7-b463-db968cc4a905_20250521T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I was calling to check on the status of some claims that I had submitted.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and call back number is [PII].
[AGENT][NEUTRAL] OK, thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 1836605 and uh the patient is [PII] [PII].
[CUSTOMER][NEUTRAL] And then there's one for [PII] which is uh [PII].
[AGENT][NEUTRAL] OK, and are you the policy holder?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. All right. Thank you so much and let me look up your policy.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my home address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number you gave me to call you back on is that your cell?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. All right, let me look up Miss [PII].
[AGENT][NEUTRAL] OK, I do show that we did have um some claims reported on [PII] for Ava through the online service center and they are in progress right now. I don't have any information because they're, they're in progress, um, for review for the claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of it on today, OK.
[AGENT][NEUTRAL] Yeah, they're they're reviewing them. It takes normally 7 to 10 business days to process a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So right now it's, it's being processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No. I think, I think that's pretty much it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a blessed week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK