AccountId: 011433970860
ContactId: 7714a564-61f9-4db4-9a3a-6c984f93efe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289209 ms
Total Talk Time (AGENT): 99857 ms
Total Talk Time (CUSTOMER): 57770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7714a564-61f9-4db4-9a3a-6c984f93efe2_20250218T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was, uh, calling to see what the status of my claim is.
[AGENT][NEUTRAL] Excuse me. OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know that.
[AGENT][NEUTRAL] OK, give me one second. Your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can I get your socialste because that's a common name.
[CUSTOMER][NEUTRAL] And you need my, my social?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What about a work email looks like the one we have.
[CUSTOMER][POSITIVE] Working, yeah, Nashmire concrete.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes. Yes. All right, Mr. [PII], um, thank you for that. And you said you want to check the status of your claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, and what type of, uh, claim is it for?
[CUSTOMER][NEUTRAL] A stroke.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] It should be stroke and hospitalization, should be too.
[AGENT][NEUTRAL] Let me see which policy it's under.
[AGENT][NEUTRAL] And it just for your reference, our members do have access to check claim status on our website, which is at [PII]. Um, let me see what we have on file.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You talking about day of the stroke.
[AGENT][NEUTRAL] Yeah, so was this for Cleveland Clinic?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do show that we received this on [PII], um, and it is pending for processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see what the time frame is for this particular policy. Let me see.
[AGENT][NEUTRAL] OK, so it, um, for um this policy, um, you have the last 7 to 10 business days, um, so it should be um processed within the next couple of business days.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] OK.