AccountId: 011433970860
ContactId: 5dc5ff97-75d8-42ce-ae32-b085e51e47f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293630 ms
Total Talk Time (AGENT): 118767 ms
Total Talk Time (CUSTOMER): 127791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5dc5ff97-75d8-42ce-ae32-b085e51e47f0_20250124T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. If I give you my, uh, policy number, can you tell me what the status is of the claim I filed?
[AGENT][NEUTRAL] I sure can. May I have your name?
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It's 00810367.
[CUSTOMER][NEUTRAL] And I guess I have to, it's under company 22 if that makes a difference.
[AGENT][NEUTRAL] Oh, yes, it does. Hold on one second.
[CUSTOMER][NEUTRAL] That just usually means it's an old head, is that what that means?
[AGENT][NEUTRAL] Um, so Company 22 is like an old system before we switched to the one we're currently using.
[CUSTOMER][NEUTRAL] Oh, that's what I thought.
[AGENT][NEUTRAL] So I'm pulling it up for you now. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, here we go. And [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's [PII] address [PII]. Email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So we have, so are you looking for the, like there's a batch that came in on [PII] and [PII] and then there's a few that came in on the, looks like the [PII].
[CUSTOMER][NEUTRAL] Yeah, probably the one, well, what happened was.
[CUSTOMER][NEGATIVE] It's, I sent my paperwork in because I can't drive, so I have to get somebody to take me. So I, I had, so I sent mine in, has somebody take me. I sent that in, and then I had the doctor's office send their part in, and then I had my work send their part in, and it seems like it, it just wasn't getting received there in a certain way. So the other day I went and uh grabbed all the paperwork from everybody and I sent it in myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let me look this way so I can see the documents that were received. Hold on one second.
[CUSTOMER][NEUTRAL] Sure, it cost me $19.35 to fax that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 9 pages.
[AGENT][NEUTRAL] Well, I'm sure gonna check and make sure that we received all 92 for you. Hold on one moment. 1234.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is on the.
[AGENT][NEUTRAL] 21st
[AGENT][NEUTRAL] So I can let you know that they have been received all 9 pages. Um, it's not in like an examiner's queue yet. I had to look through the um the faxes, but I do see um all 9 pages here together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, fantastic.
[AGENT][NEUTRAL] And I saw the Company 22 at the top.
[CUSTOMER][NEUTRAL] OK, yeah, I made sure I put it on the paperwork company 22, yep.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, uh, yeah, I, I haven't got paid since the [PII], so this is, uh, really killing me, so I just want this to be done with and over with, um, OK, so I guess I'll just give a call back next week.
[AGENT][NEUTRAL] Yes, and it is currently in processing. I see some notes here, um, so it actually is with
[AGENT][NEUTRAL] When was the [PII]? Yesterday, OK, so as of yesterday, it is um being processed.
[CUSTOMER][NEUTRAL] OK, and they'll inform me if there's something wrong because I, I went through the paperwork and I had my wife go through the paperwork to make sure everything was all right because the one I sent and they said I didn't sign and date it and I did. I signed it but I didn't date it so that kicked it out as a no because I didn't date it. So, so I made sure everything was done properly and correct and then I have my wife recheck it and she did and it, it should be everything should be right correct. So I hope I don't have any problems.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] I hope you don't either, but I see everything here and I see the dates and the the signatures, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I mean, I'm not an examiner, but it does look like everything is here. So if anything is missing or is needed, though they will um contact you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you very much and have a good weekend.
[AGENT][POSITIVE] You're very welcome. You also, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, no, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great weekend as well.
[CUSTOMER][POSITIVE] You also thank you bye.
[AGENT][NEUTRAL] Bye-bye.