AccountId: 011433970860
ContactId: 6eb6ef03-60c5-44f9-a346-cdf701a4d9ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700609 ms
Total Talk Time (AGENT): 167416 ms
Total Talk Time (CUSTOMER): 371207 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6eb6ef03-60c5-44f9-a346-cdf701a4d9ac_20250303T14:11_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] and [PII]. We haven't spoken in a while. Good morning. Hey, I got a good, good. I got a message uh that my claim is now complete. You just want to check my claim out, please.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, let me get your policy number, [PII].
[CUSTOMER][NEUTRAL] Um, I'll give you the policyholder's social because I put all those papers away, which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], what's a good phone number in case we, we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And then after I do have a question, but go through that first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's under, is it the accident policy or is it the?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, that's the accident policy regarding my broken foot on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got it. Let's see.
[CUSTOMER][NEGATIVE] I don't know why I can't sign in. Uh, it lets me sign in and then it says an error occurred.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, online.
[CUSTOMER][NEUTRAL] So I'm not sure what.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we can check that out too.
[AGENT][NEUTRAL] Um, [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see what we have here.
[AGENT][NEUTRAL] So I do show that it was processed on [PII].
[AGENT][NEUTRAL] And this would be for the date of service of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm showing that a payment of $5100 was issued on the [PII].
[AGENT][NEUTRAL] And it was direct deposited.
[CUSTOMER][NEUTRAL] Where's that at?
[CUSTOMER][NEUTRAL] We have the correct account number?
[AGENT][NEUTRAL] Um, go ahead and verify your checking your account and routing, and I can.
[AGENT][NEUTRAL] Uh, tell you.
[CUSTOMER][NEUTRAL] Uh, let's see, let me get into that real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, it's coming up here, hang on.
[AGENT][NEUTRAL] No rush.
[CUSTOMER][NEUTRAL] Uh, OK, that should have been, it doesn't say savings or check checking.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just verify your numbers and I can confirm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK. The routing number is [PII] regardless. And the the savings account number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so this is checking. Yeah, it's checking.
[CUSTOMER][NEUTRAL] Or it
[CUSTOMER][NEUTRAL] OK, the second account would be.
[CUSTOMER][NEUTRAL] Uh, let me get you the account number here.
[CUSTOMER][NEUTRAL] Details on the checking account number is [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK. Now, can you see, uh, OK, the accident occurred on the [PII]. Obviously, I was treated then. The next day I had a follow-up with the orthopedic and then uh there was one more follow-up with the orthopedic doctor 10 days after.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He wanted to make sure I don't need surgery. It's all in line still. And then I had a follow-up on Friday. I submitted all three of the follow-up with the orthopedic doctor claims. Are they listed on there or do, are they still somewhere in
[CUSTOMER][NEUTRAL] Sending and
[AGENT][NEUTRAL] What are the dates of service for your follow up visits?
[CUSTOMER][NEUTRAL] Why would I go.
[CUSTOMER][NEUTRAL] The last one was the last Friday.
[CUSTOMER][NEUTRAL] And then there was one on the [PII] and 110 days later. So there should have been 3 orthopedic follow-ups after the [PII].
[AGENT][NEUTRAL] OK, so you gave me.
[CUSTOMER][NEGATIVE] And I hate to have to have them on.
[AGENT][NEUTRAL] Yeah, you gave me data service [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Mhm. And then there was one last Friday, and the other one would have been, yeah.
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] And then the other one would have been somewhere in between get my calendar here.
[AGENT][NEUTRAL] Last Friday, are you referring to [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, the, yeah, last Friday, yeah, the last two days ago, but I let me see. OK, hang on.
[AGENT][NEUTRAL] Would you have submitted that date of service for this this claim because I don't see it processed under this claim.
[CUSTOMER][NEUTRAL] OK, I'll send it to [PII]. So the accident occurred on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Then I had a on the [PII] was a follow up with the orthopede.
[CUSTOMER][NEUTRAL] There was a follow up on the [PII].
[CUSTOMER][NEUTRAL] So that was one on the [PII], 1 on the [PII], and one on the [PII]. Here we have it.
[AGENT][NEUTRAL] OK, so the one for [PII] is included in the check that we just went over. I do not see the [PII] or [PII], so maybe that's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is going to be with what he sends here shortly.
[CUSTOMER][NEUTRAL] OK. That's the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have to submit those too then, OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] I send it there's one on the [PII] I just sent to [PII] when I left the office on Friday, and I mean I see if he didn't do that yet. I agree, but the [PII] should have been done.
[AGENT][NEUTRAL] Hold on one second, [PII], OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] [PII], thank you so much for holding.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] So I'm thinking that the 2 I don't show the 213 in the claim that was just processed on the [PII]. I don't see that data service. I'm thinking it could be in what uh Cody is gonna be sending with the [PII] maybe.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I will be in touch with him and tell him to, to send it in for me and then if he doesn't have it anymore because I forward it via email and then or however he does that, but yeah, let me know uh let let me tell you, [PII], I do really do appreciate you guys' help and uh listening to me all the complaining and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEGATIVE] But you know what, all, all the, the um reimbursements or whatever you wanna call it, I would rather not have a broken foot because I'm having a horrible time.
[AGENT][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] You know, I, I, it's, you know, money cannot buy you, um, the happiness, I guess when you can walk, but I have some funding for to get for help, you know, I need help with my dogs, I need help with.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Feeding my goats and people don't do that without money, you know.
[AGENT][NEUTRAL] Right. You have goats?
[CUSTOMER][NEGATIVE] So, unfortunate.
[CUSTOMER][NEUTRAL] Oh, a couple of goats, yeah. Yeah, that's how it happened. I fed them, I fed my goats and fell on ice.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I should, I should make them into dog food, but it's not, not their fault though.
[AGENT][POSITIVE] I love it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But um yeah, we, we had um.
[CUSTOMER][NEUTRAL] You know, when you, when you ask people, you know, when people say call if you need anything, uh, you can call all you want. They don't, they don't respond. That's just a saying.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't know if you ever experienced that people say that, that's politeness, that's it.
[AGENT][NEUTRAL] Yeah, I, I have. I've experienced it.
[CUSTOMER][NEUTRAL] So, anyways.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I mean when I tell you, call me if you need anything, if I can possibly help you, I will, and I don't just turn the other way, but unfortunately, you know.
[AGENT][NEUTRAL] Say it. Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] But anyways, thank you for everything and then I wait for [PII] to
[CUSTOMER][POSITIVE] Um, do his thing today, appreciate it.
[AGENT][POSITIVE] Right. Oh, absolutely, you're.
[CUSTOMER][NEUTRAL] Now I know, I know I have one more, I have one more follow up here on the [PII].
[CUSTOMER][NEUTRAL] And I'm hoping he's given me a good report and tells me I can start physical therapy. Uh, should I wait until I have that?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Appointment in the box or should I just go as I
[CUSTOMER][NEUTRAL] Received the
[CUSTOMER][NEUTRAL] Basically the summaries from the doctors.
[AGENT][NEUTRAL] It's up to you um how you choose to submit you know you could send the claims as they are incurred or you could wait and you know like after your PT and then send them all together so it's it's up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK. Yeah, I'm hoping that he will clear me for at least uh physical therapy because this is getting old here.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you. I appreciate your relay that to your team. Thank you.
[AGENT][NEUTRAL] I sure will. I will, [PII], and did you have any other questions we can help with today?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] No, thank you. That's it.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.