AccountId: 011433970860
ContactId: 77cdc879-5a13-46a3-8cf3-9d07eff9739f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176110 ms
Total Talk Time (AGENT): 96483 ms
Total Talk Time (CUSTOMER): 59639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/77cdc879-5a13-46a3-8cf3-9d07eff9739f_20250116T18:45_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] Hey, [PII], um, I need, uh, to check on a claim.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], um, and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Yeah, is it really long?
[AGENT][NEUTRAL] No, it should be about 7 to 8 digits. It should start with a 01 or 02. I have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it, it, it says 02557906.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, so, um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, and this is for your, well, looks like, oh, it's all one claim, um, and it looks like it's in medical review with Doctor [PII] Um, and what questions did you have in reference to your claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I just kinda needed to figure out when I was gonna get paid. I've been on maternity leave and rent's coming up, so I was just kind of trying to see where everything was like.
[AGENT][NEUTRAL] OK, um, so once it's in review with Dr. [PII], um, we can't really give a turnaround. There really is no turnaround. Once he's finished reviewing, um, it becomes um available and then we continue processing. So,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't really have a turnaround time to give, but it's, let me see, he started on the [PII], so it's only been two days. Um, so I would give a call back maybe Tuesday or Wednesday. I it should definitely, um, we can give you some type of update then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I'll do. I'll just call back next week.
[AGENT][NEUTRAL] All right, and then as soon as the review is done, then the um the examiner will continue processing and you'll have the decision um.
[AGENT][NEUTRAL] With the explanation of benefits.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.