AccountId: 011433970860
ContactId: 566f50c6-d9f4-4870-9ccf-eae35f15c0c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123660 ms
Total Talk Time (AGENT): 54687 ms
Total Talk Time (CUSTOMER): 62933 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/566f50c6-d9f4-4870-9ccf-eae35f15c0c5_20250303T19:02_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with employer Exotech. The reason for my call is because um I have faxed over a claim for one of our employees, and I'm just calling to confirm if you received it.
[AGENT][POSITIVE] I'll be glad to look that up, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 0242.
[CUSTOMER][NEUTRAL] 7924 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Yes, uh, um, we did receive that, [PII], that'll be processed today. um, but yes, we did get that and so you should uh you should be hearing something from us very soon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And in which, in what form? Is it a call to him or is it gonna be mailed in or?
[AGENT][NEUTRAL] Oh no, it's it's always gonna be a, yeah, it's always gonna be an ELB.
[CUSTOMER][NEUTRAL] Via mail.
[AGENT][POSITIVE] Yes, that's correct. It's, it's, uh, the yes, the the EOB will be sent to him through the mail.
[CUSTOMER][NEUTRAL] Say that again for me via mail.
[CUSTOMER][NEUTRAL] OK, OK, um, and you can expect that within like 5 to 7 days or?
[AGENT][NEUTRAL] Yes, it should be done today. Yeah, so, uh, so I'm not really sure how long the, the, um, it takes for him to get the mail, uh, but, um, but yes, you should be getting that just any time.
[CUSTOMER][NEUTRAL] You said it's press.
[AGENT][NEUTRAL] Because it will be processed today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'll be processed today. OK, so I'll let him know, um, and if he has a question, I, I, I will tell him to just call you guys directly. Is that OK?
[AGENT][POSITIVE] OK, yes, absolutely, yes. That would be great.
[CUSTOMER][POSITIVE] Alright, [PII], thank you for your help.
[AGENT][POSITIVE] OK, well thank you. If there's anything else I can help with, thanks for contacting APR, [PII]. Have a good day.