AccountId: 011433970860
ContactId: 70b9cd9d-6ab3-429a-828f-29980bf07701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328079 ms
Total Talk Time (AGENT): 83848 ms
Total Talk Time (CUSTOMER): 84353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/70b9cd9d-6ab3-429a-828f-29980bf07701_20250421T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I have a question about a claim number.
[AGENT][NEUTRAL] OK, are you with the provider or is it for yourself?
[CUSTOMER][NEUTRAL] Myself.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 740,240.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number, [PII], just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII] what your order 3373.
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, looks like I have a [PII] address.
[CUSTOMER][NEUTRAL] Oh, I think I didn't know. I, I wonder if I changed it. [PII]. So I did change it. I gotta remember that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you so much. OK, and is this a claim for yourself, you said?
[CUSTOMER][NEUTRAL] Yes, it's claim number 3591325.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] It looks like we received a claim form, but there were no charges submitted.
[CUSTOMER][NEUTRAL] OK, see, I didn't send the wait, I, I think the bill was like in the middle of the pages. I remember that one. I think it was on the very, it was either the last page.
[CUSTOMER][NEGATIVE] I thought I resent the bill.
[AGENT][NEUTRAL] Let me pull up what we received.
[CUSTOMER][NEUTRAL] I thought I did.
[CUSTOMER][NEGATIVE] Sometimes my feet are runs so fast that it may have skipped it if you didn't get it.
[AGENT][NEUTRAL] I'm pulling it up. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, was this for [PII]?
[CUSTOMER][NEUTRAL] I honestly don't even remember what the date of service was.
[AGENT][NEUTRAL] Looks like we got a second submission which is in processing, so the the number that you gave me, it was just the claim form, but then we, we got, it looks like we got a second submission.
[AGENT][NEUTRAL] Um, and that's being processed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it was for the same, so I sent two submissions for the same data service.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because I think the one that denied was 45.
[AGENT][NEUTRAL] Yeah, that one, that was for 45. OK, so the one that's in processing, let me make sure I've got the dates right.
[CUSTOMER][NEUTRAL] Yeah, no, this one was for 45, 25.
[AGENT][NEUTRAL] OK, yeah, the one that's in processing is 324 25, so if you can send that 45 again, um, because like I said it looks like we just we didn't get it, um, so.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you need me to send the whole the whole thing or just the bill?
[AGENT][NEUTRAL] Just the bill, just the bill would be fine. Yeah.
[CUSTOMER][NEUTRAL] Just go, OK, will they go ahead and resubmit it today or it goes back in the.
[CUSTOMER][NEUTRAL] Like the you.
[AGENT][NEUTRAL] It'll go back into the queue for processing typically takes about 7 working days up to yeah.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] I'll send the bill. Alright, thank you so much have a good day.
[AGENT][POSITIVE] OK, thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.