AccountId: 011433970860
ContactId: 5b818506-41be-4566-b201-a6ba5e288fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398149 ms
Total Talk Time (AGENT): 144108 ms
Total Talk Time (CUSTOMER): 131536 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/5b818506-41be-4566-b201-a6ba5e288fb6_20250520T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I need to check on um a claim please.
[AGENT][NEUTRAL] I can help you with claim status. Can I get your name and a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 1092735.
[AGENT][NEUTRAL] Can you repeat that one more time? I have 109.
[CUSTOMER][NEUTRAL] 2735
[AGENT][POSITIVE] Great thank you so much. Give me one moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][POSITIVE] Um, no, I'm sorry.
[CUSTOMER][NEUTRAL] It's been ongoing. It's um I just talked to somebody this morning. This is like an ongoing one and um this last.
[CUSTOMER][NEUTRAL] It was pending because he did not put his um insured statement on there and I faxed it yesterday so I just was trying to make sure y'all got it.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said that it was waiting for.
[AGENT][NEUTRAL] The employees portion.
[CUSTOMER][NEUTRAL] The um statement of insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, um, we haven't gotten it yet. You said you sent it in, I'm sorry, when did you send it in?
[CUSTOMER][NEUTRAL] I faxed it, I faxed it yesterday morning.
[AGENT][NEUTRAL] OK, cause it, it could take up to 40 hours. Yeah. Mm.
[CUSTOMER][NEGATIVE] Because they're in desperate need and I just.
[CUSTOMER][NEUTRAL] For you to even see that I sent it.
[AGENT][NEUTRAL] Yeah, I'm not able to see if it was sent or not.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because that is all that we're waiting for.
[CUSTOMER][NEGATIVE] And there's no way I can email it to you quicker or anything like that I don't guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, no, because if there's PHI on it, um, the email won't be secure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, tomorrow will be 48 hours, so I'm praying that it will be there tomorrow. The rent is due and
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I, I did, we didn't know that this was missing from that, um.
[CUSTOMER][NEGATIVE] He didn't get it in the mail and anyway, so I just feel bad for him.
[AGENT][NEUTRAL] The other option that you have, um, do you have an online portal with us?
[CUSTOMER][NEUTRAL] Uh, where's the agent. Can I set one up?
[AGENT][NEUTRAL] I'm sorry, you're what?
[CUSTOMER][NEUTRAL] We're the we're the agent we're the broker can I set an online portal up or does the employee have to do that?
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] I think you're able to.
[AGENT][NEUTRAL] Let me just double check.
[AGENT][NEUTRAL] No, it looks like the the group, the individual or the provider, um, if the individual is able to, um, they can set up an online account through [PII], and then if they're able to upload it, um, that should be pretty immediate.
[CUSTOMER][NEUTRAL] OK, I think that would probably set her over the edge if I ask her to do it at this point, his wife because she lost it yesterday on me when I told her I didn't get it, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, that's the only way I can think of, and then
[CUSTOMER][NEUTRAL] Oh, I, I won't put that on her right now.
[AGENT][NEUTRAL] Yeah, that's the only other thing I can think of right now, um, because I think I know, um, which one you're talking about because, uh, I believe it could take up to 48 hours for it to show up on our side.
[AGENT][NEUTRAL] Um, like I said, if you don't, if, uh, they don't see it by tomorrow morning, go ahead and give us a call back.
[AGENT][NEUTRAL] Um, and then we'll see what we can do cause you got the confirmation that the fax went through.
[CUSTOMER][NEUTRAL] Yeah, because that, that would be 48 hours because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, and I know before I feel like I've sent something and you've gotten it quickly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I mean I've been sending all their stuff.
[AGENT][NEUTRAL] The only other thing is if she doesn't want to to do the online account is we you can mail it to us but uh mail does take a little bit longer um.
[AGENT][NEUTRAL] My the next best bet would be to try uploading it online, um, and yeah, I don't know if a broker is able to do that. I, I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's OK. All right. Thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.