AccountId: 011433970860
ContactId: 7f1a0183-576e-43c9-9522-071ee1868da3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306850 ms
Total Talk Time (AGENT): 123309 ms
Total Talk Time (CUSTOMER): 94441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7f1a0183-576e-43c9-9522-071ee1868da3_20250505T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So I got a call uh last week and they were trying to figure out my history and I thought I submitted a document.
[CUSTOMER][NEUTRAL] Um, so I uploaded that just now, and if you need me, I can walk you through my dates and of service.
[AGENT][NEUTRAL] OK. Um, well, I can definitely help you with your claim. May I have your name and then a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 02540688
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. 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] So 5 24 72.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else do you need?
[AGENT][NEUTRAL] And just the email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I do see where it says the claims are on hold waiting for medical records, but I also see um on today where you uploaded, looks like uploaded documents on the online service center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I thought I did that before and
[CUSTOMER][NEUTRAL] I, I don't know what happened to it.
[AGENT][NEUTRAL] Well, you may have
[CUSTOMER][NEUTRAL] When you first contacted
[CUSTOMER][NEUTRAL] Several months ago.
[AGENT][NEUTRAL] So yes, you may have submitted your medical records if they're not specifically what the examiner needs for the claim, though, they'll still have to ask for records. Um, let me see if I can see what they're looking for. Hold on one second.
[AGENT][NEUTRAL] So they sent the records to Dr. [PII] Um they're asking for medical records from [PII], or to indicate that there are no records from that time frame. So once they receive that back, then they're gonna go ahead and continue processing your claim for the decision.
[CUSTOMER][NEUTRAL] OK, so do you need me to tell you the dates or you just gonna look at that document and
[CUSTOMER][NEUTRAL] Because I just submitted
[AGENT][NEUTRAL] Are you saying you want me to look at these documents for the dates that they've requested it's
[AGENT][NEUTRAL] Even though you submitted it, it's still what they requested from the doctor still needs to be received.
[CUSTOMER][NEUTRAL] OK, so, OK, that's just a little bit different than what the person who called me last week said, so whatever.
[CUSTOMER][NEUTRAL] You all want, that's fine.
[AGENT][NEUTRAL] So what did they advise you of last week?
[CUSTOMER][NEUTRAL] They wanted me to tell them the dates.
[CUSTOMER][NEUTRAL] That I was seen by the doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But everything's in the file that I just uploaded.
[AGENT][NEUTRAL] OK, I can note that the dates are on there, um.
[AGENT][NEUTRAL] But they're still gonna request the medical records, but I can note that you did send in the dates that you saw Doctor [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the dates on the file that I just updated in addition to my original claim.
[CUSTOMER][POSITIVE] All of that together should give them exactly what they need because that's all the medical visits that I had.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so I did note it on your policy as well as it's in processing also, so they're going through the documents as well. Um, so it is in processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.