AccountId: 011433970860
ContactId: 73ec7df9-e1f2-4c8f-ae20-2081b70292d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137320 ms
Total Talk Time (AGENT): 71985 ms
Total Talk Time (CUSTOMER): 54737 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/73ec7df9-e1f2-4c8f-ae20-2081b70292d1_20250224T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm, my name is [PII], and let me close this. I've got some on my computer here.
[CUSTOMER][NEUTRAL] And I'm calling in reference to a claim. Do you need the just the claim number or do you need the policy number?
[AGENT][NEUTRAL] Oh, I can look it up by the claim number if you have that available.
[CUSTOMER][NEUTRAL] Yes I do. It's 356-419-2.
[AGENT][NEUTRAL] Ms. [PII], can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and we have an email on file. Can we just go ahead and verify that email while I got you on the phone?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And this claim was for your inpatient hospital stay from August, I mean [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you. And how can I help you?
[CUSTOMER][NEUTRAL] I'm just wondering what the pro what where it's standing because it's I'm still showing it in the system is open.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Under review or
[AGENT][NEUTRAL] It looks like it
[CUSTOMER][NEUTRAL] In progress it says.
[AGENT][NEUTRAL] Yeah, it looks like it's being processed today.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] I can looks like that the payment amount is going to be $1,814.85. Once that has been completed, then that will be verified. Now you should be able to see that in the portal tomorrow. It has to go through overnight processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, I thank you so much for your help and you have a great day.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Anything else I can help you with, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] So thank you for calling APL and I hope you have a lovely afternoon. Call us if you need anything.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.