AccountId: 011433970860
ContactId: 669c5935-aa6f-4335-9f91-58aa3d0fe80c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285119 ms
Total Talk Time (AGENT): 100191 ms
Total Talk Time (CUSTOMER): 100243 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/669c5935-aa6f-4335-9f91-58aa3d0fe80c_20250212T20:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my documents ran out as far as my doctor's coverage on my forms page 6 and 7. I had them refill them out and I submitted them, I think last week. I just wanna make sure we're on track to get a payment this month on the [PII].
[AGENT][POSITIVE] OK, I can go ahead and pull up your account and I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII] and I have a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is 02310693.
[AGENT][NEUTRAL] Your name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] Uh, should be my name [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. And you said you want to um make sure you're gonna be getting a check on the [PII]?
[CUSTOMER][NEUTRAL] Yeah, I had to submit uh doctors. I, I guess uh that form page 6 and 7 had expired in February.
[CUSTOMER][NEUTRAL] And uh they they signed another one and submitted it and I think it covers me till April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] This will receive um
[AGENT][NEUTRAL] I'm just trying to see if we if we had received that this the system is just taking a second to.
[AGENT][NEUTRAL] Come up
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I, I asked the request that the doctor give me the form so I can upload them through my portal. I said I think it works quicker than a fax and so it should be, as a matter of fact, I know it's in the portal. I uploaded it.
[AGENT][NEUTRAL] OK, so, um, so I do show the claim is pending and then it says as long as we have received that, so you should, um, payment should be, um, sometime by the [PII], um.
[AGENT][NEUTRAL] So right now this, it is pinned into at that time frame. That's what I'm seeing right now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sometime I'll get a text from you guys and it says oh your claim has been approved. I haven't seen anything like that because.
[CUSTOMER][NEGATIVE] The document had expired page 6 and 7 physician forms.
[AGENT][NEUTRAL] Yeah, and that was probably um the denial from the, from when we did it in January um stating that we needed that updated form. So right now, it's showing the claim is pending for release and it just says um after the [PII]. So, so when something is impending, you normally wouldn't get one, but once they release it, um, then you should get a text message. So, um, so that would be.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since the [PII] is on Saturday, it probably will be on Monday.
[AGENT][NEUTRAL] Since we don't um work on Saturdays.
[CUSTOMER][NEUTRAL] OK, well, yeah.
[CUSTOMER][NEUTRAL] I'll wait and see what happens, uh, Monday and Tuesday and if anything's not.
[CUSTOMER][NEUTRAL] In the flow I'll call you Wednesday call y'all back Wednesday or Thursday.
[AGENT][NEUTRAL] All right, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, thanks for looking at that.
[AGENT][POSITIVE] No problem. Well thanks for calling A you have a wonderful day.
[CUSTOMER][POSITIVE] You have a good day too thank you bye bye.
[AGENT][NEUTRAL] Uh-huh, bye.