AccountId: 011433970860
ContactId: 8f808ac2-e8e4-45a0-ad43-28c110bcf301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264230 ms
Total Talk Time (AGENT): 128051 ms
Total Talk Time (CUSTOMER): 113787 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8f808ac2-e8e4-45a0-ad43-28c110bcf301_20250625T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm, OK, hold on one second.
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, can you look at my policy? I have a question.
[AGENT][NEUTRAL] Yeah, sure. Can I get your name and your call back number and your policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. My number is 863.
[CUSTOMER][NEUTRAL] 781-501-1
[CUSTOMER][NEUTRAL] And my policy number is 740.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 240.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, Ms [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, you want me to look at your policy. What is it that you would like for me to look at for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So yeah I got a text alert and.
[CUSTOMER][NEUTRAL] I logged in
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know what's going on if it's the new system. There's 12344 pending items, but on claim number 3616204, are all those pending ones related to that claim?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, that one, that one claim is pended.
[CUSTOMER][NEUTRAL] Like I didn't sit, I don't know what.
[AGENT][NEUTRAL] But the
[AGENT][NEUTRAL] Let's see. I'm looking at it. Let me pull it up.
[CUSTOMER][NEGATIVE] This new online portal is difficult.
[AGENT][NEUTRAL] OK, so your pended claim.
[AGENT][NEUTRAL] is for the Bartow Regional Medical Center, but I'm showing that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the other claim numbers that you think might be pended?
[CUSTOMER][NEUTRAL] Well, the other claim number is 361-6209.
[AGENT][NEUTRAL] OK, that has been paid.
[AGENT][NEUTRAL] It's not pinned. It has a P1.
[CUSTOMER][NEUTRAL] The 209.
[AGENT][NEUTRAL] Yes, it has a P1 on it that's um means that it was paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, and
[CUSTOMER][NEUTRAL] It doesn't show on my end because on my end it just says in progress.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. It looks like that.
[CUSTOMER][NEUTRAL] See, I, I don't know the portal is very different now from the old one.
[AGENT][NEUTRAL] Right, it looks like it was just processed today.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So you'll have to let it um process overnight.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, and that's fine. I'm just all I was saying is like it's very different compared to the old portal, the, the old one you guys had, but this one it's showing pended and there's like 4 with it like I don't understand.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Why there's so many that are pending.
[AGENT][NEUTRAL] Right, it just needs to process overnight so that it'll show up paid for you tomorrow.
[CUSTOMER][NEUTRAL] No, no, but I'm talking about the 2041.
[AGENT][NEUTRAL] The 2041.
[AGENT][NEUTRAL] is pending. Let me see if there's any remarks on it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I miss the old system.
[AGENT][NEUTRAL] It's pended because we're
[AGENT][NEUTRAL] Oh bless your heart. Yes, ma'am. It's pended because we are requesting medical records from your provider.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I sent the actual medical records with the claim.
[AGENT][NEUTRAL] Yes ma'am. OK, now that's, that's all I can see on it now if you want me to have a claims, um, processor call you back, we can do that, OK, but that's what it looks like it's pended for medical records.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, it's OK, um, I just, I that's what I said.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Well, thank you.
[AGENT][POSITIVE] All right. You're very welcome, Ms. [PII]. I hope you have a wonderful rest of your day and thank you for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.