AccountId: 011433970860
ContactId: 807c990e-493b-4e9f-84a5-7f1d7ff73105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204259 ms
Total Talk Time (AGENT): 121984 ms
Total Talk Time (CUSTOMER): 47169 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/807c990e-493b-4e9f-84a5-7f1d7ff73105_20250107T20:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, uh, my name is [PII]. I'm calling from Innovative Infusions. Um, I just have a question on a claim.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with that today, [PII], and do you mind if I get a good call back number real quick?
[CUSTOMER][NEUTRAL] Yeah, yes, it's [PII].
[AGENT][POSITIVE] I appreciate that and your member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yep, it's 02506272.
[AGENT][POSITIVE] Wonderful. And their first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Wonderful. And you said you're wanting claim status on her or just an update on a claim that you like questions on a claim you have?
[CUSTOMER][NEUTRAL] Um, I have a question on a claim because we received um a letter stating that it's denied as duplicate for some reason. I just wanna.
[AGENT][NEUTRAL] Oh yeah, let me take a look at that. So it looks like.
[CUSTOMER][NEUTRAL] Um, check that out.
[AGENT][NEUTRAL] It looks like it was for.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK perfect and that claim number you would have gotten on that is um.
[AGENT][NEUTRAL] The one ending in 180, is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like um that claim that you submitted to us that got denied as duplicate came in on [PII] but on [PII] we received a claim.
[AGENT][NEUTRAL] Oh no, those data services are different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Man, I don't, I don't know, it looks like it's the exact same codes but a different date of service, so maybe it was just um.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEGATIVE] A human error there what I'm gonna do is I'm going to, I will escalate that I'll have somebody re-review it, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And I'm gonna have you hang on, oh.
[CUSTOMER][NEUTRAL] Um, can I ask what you call reference for that?
[AGENT][NEUTRAL] Yeah, absolutely. Um the call reference is going to be my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, so what, what's the time frame if I may ask?
[AGENT][NEUTRAL] Um, the typical turnaround on all of our claims averages, um, 5 to 10 business days, uh, because all the information's in there and I'm just having somebody re-review and I'm hoping that we, we know between 3 and 5 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then is there anything else I can.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] I can do to help you out, my friend?
[CUSTOMER][POSITIVE] Um, no, that's all for today. Thank you.
[AGENT][POSITIVE] All right, perfect. Well, hey, I really appreciate you giving us a call and asking about that um and then if there's anything else you need, please give us a call back and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] Alright thank you appreciate your help. Goodbye.
[AGENT][POSITIVE] My pleasure. You take care, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.