AccountId: 011433970860
ContactId: 6b8d7ca9-fff0-4553-89b1-04c4b4acba7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136339 ms
Total Talk Time (AGENT): 68821 ms
Total Talk Time (CUSTOMER): 41651 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6b8d7ca9-fff0-4553-89b1-04c4b4acba7f_20250418T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII], and uh, I'll call and check and see if y'all need anything else on my claim.
[AGENT][NEUTRAL] OK, I can definitely take a look at the claim and see if there's anything else needed. Um, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Alright, so [PII].
[CUSTOMER][NEUTRAL] 407
[CUSTOMER][NEUTRAL] Uh 2750.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Policy number is 25.
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 432.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first, well, I'm sorry, can you verify your date of birth and the mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm sure to receive claims on [PII] and [PII] that are um waiting for the medical records, but there's also something that came in on the [PII] that's in processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But once we receive, um, because they, when we send the medical record request over, it has the date range that we're looking for that the claims examiner needs. So once they, um, the doctor's office or the hospital sends it over, or if you have them, you can, well, no, it has to come from the doctor. Um, but once we receive them, we'll go ahead and continue processing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. You're welcome. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye.