AccountId: 011433970860
ContactId: 77502b4b-6db9-4357-8cf7-4970903dca9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231300 ms
Total Talk Time (AGENT): 90336 ms
Total Talk Time (CUSTOMER): 102250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/77502b4b-6db9-4357-8cf7-4970903dca9f_20250210T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Mashmeyer Concrete. I'm, um, uh, the employer.
[CUSTOMER][NEUTRAL] And um I'm calling you in regards of the policy number 2244326.
[AGENT][NEUTRAL] You went out earlier doing your um
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII] and you're calling?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And I heard you said you were an employer calling.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] On one of our members.
[CUSTOMER][NEUTRAL] Hello? Oh, hello. Oh my God.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] I can hear you now. I'm so sorry. I think something is wrong with my phone.
[AGENT][NEUTRAL] OK, and its policy 224-432-6?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright, one moment please while I pull up the policy number.
[AGENT][NEUTRAL] [PII], can you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] And the birth of date is [PII].
[AGENT][POSITIVE] [PII], thank you so much for verifying that information and you're calling on the um member's policy with us. Um, how can we assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I have submitted previously and uh he had a stroke, so I have submitted a claim for him, and I think because the medical records were like 300 pages, it did not go through, so I just can separate that he received from the hospital.
[CUSTOMER][NEUTRAL] And I just wanted to see if you guys received that with the breakdown of, of, you know, of the bill. I, I, I wanted to see if that will work because I don't know how to get you the medical records since it's almost 300 pages.
[AGENT][NEUTRAL] OK, one moment, I'm going to review what was submitted.
[CUSTOMER][NEUTRAL] Yeah, I just did it. I can give you the.
[CUSTOMER][NEUTRAL] A number if you need that.
[AGENT][NEUTRAL] OK. I do see where we received it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was uploaded through the um roots portal on today. So it would be reviewed by an examiner if there is additional information required.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, you know, they will let you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yeah, um, not sure if what you submitted suffices for um the medical records or not, but um after it's being reviewed, they'll let you know if it, if it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Does not suffice for the medical records, OK?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, and I also, I also did it for his hospital too. I did it in the same file, um, because he also, of course, was hospitalized. Um, I just, maybe there's, yeah, OK, well, well, I guess thank you for, for verifying that you at least received it.
[AGENT][NEUTRAL] Yeah, that is, that is it. We do have it. Is there anything else, [PII], I can help you with today?
[CUSTOMER][NEUTRAL] When would it be enough time for me to call back? You think 2 days?
[AGENT][NEUTRAL] OK, so we received it on today. We have 7 to 15 business days to review.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you so much for calling ATL. You have a great day. Bye bye.
[CUSTOMER][NEGATIVE] It no.