AccountId: 011433970860
ContactId: 739c5fcb-14ff-4702-9d23-b4cf1c19b64d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220690 ms
Total Talk Time (AGENT): 94352 ms
Total Talk Time (CUSTOMER): 100133 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/739c5fcb-14ff-4702-9d23-b4cf1c19b64d_20250416T19:19_UTC.wav
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[CUSTOMER][POSITIVE] Up on board
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was calling to check on my claim and see if you know if it was being processed yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had to resubmit a um corrected EOB like they paid me out some of it but I had to wait till I got the corrected for the rest of it.
[AGENT][POSITIVE] OK. Well, I can definitely check the claim for you and let you know um of an update. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 259-736-3.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure. So the girl told me I didn't have to resubmit everything because they already had like the diagnosis.
[CUSTOMER][NEUTRAL] Um, doctor note or whatever. They just needed me to resubmit the claim once it was, um, I got a corrected EOB. So I, that's the only thing that I submitted.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And I'm in your policy here, [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My mailing address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Your email address and your um date of birth.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] No, email.
[CUSTOMER][NEUTRAL] [PII] it is [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information. So I do see, let me see what's today, the [PII], this came in on the [PII] and it is in processing. Um, now it's in processing, so I can't see what the documents are until they're done with it, but I do see that um something came in from the online service center on the [PII]. Mhm. It's, it's currently in processing, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So someone's working on it right now.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So it's being worked on already. OK.
[AGENT][NEUTRAL] Yes, ma'am. So
[CUSTOMER][NEUTRAL] That's all I wanted to know.
[AGENT][NEUTRAL] So as soon as this, well, you use the online service, um, I was gonna say you'll receive a text, but it will be on the online service center too. Um, I don't think it'll take the full time because we already started like you said, so, um, just keep an eye out on your texts and the online service center.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] OK, cause it like on the online thing, it just says um
[CUSTOMER][NEUTRAL] Received like it didn't go to in progress yet, so I didn't know.
[AGENT][NEUTRAL] 00, you know what, I
[CUSTOMER][NEUTRAL] If they were working on it or not.
[AGENT][NEUTRAL] And we've been having the issues with the online service center because they're updating it, um, so that might be why you don't see it on there yet too. I just thought about that.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, I'll just keep an eye out.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.