AccountId: 011433970860
ContactId: 92117bd6-9df4-4d9a-911f-68417d17c8ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 984820 ms
Total Talk Time (AGENT): 93624 ms
Total Talk Time (CUSTOMER): 167133 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/92117bd6-9df4-4d9a-911f-68417d17c8ff_20250108T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling because um.
[CUSTOMER][NEUTRAL] So, I did it. I was um I was trying to I online you guys online wasn't working where I can file my claim, so I faxed the um EOB itemized and my reason for a visit, but
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, and that was last week Thursday. Someone told me that Tuesday or Wednesday at the latest.
[CUSTOMER][NEUTRAL] Um, I can log in and check and like it should be, um, I can log in and check and see the status of it, but it still has, it's still not up there like you guys didn't file it yet, so I was calling to get like an update.
[AGENT][NEUTRAL] So I just wanna know if we received it because you cannot see it online.
[CUSTOMER][NEUTRAL] No I, no, I wanna know.
[CUSTOMER][NEUTRAL] When is the status of it?
[AGENT][NEUTRAL] Let me have the policy number.
[CUSTOMER][NEUTRAL] Because I fax it to you.
[CUSTOMER][NEUTRAL] 2552435
[AGENT][NEUTRAL] 435. OK, thank you, one moment.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I need to verify the mailing address, email address and a callback number.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, callback number will be [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the claim was for yourself?
[CUSTOMER][NEUTRAL] No, it's for uh some my um my spouse on my, um, that's on my um.
[CUSTOMER][NEUTRAL] All right, that's also on my insurance. Yeah, it's for a spouse, that's also on my insurance. It would be [PII] [PII].
[AGENT][NEUTRAL] So sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it doesn't look like we have received that claim.
[CUSTOMER][NEUTRAL] No, I haven't, uh, online it would not let me file it, so I faxed you guys the paper to file it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm calling to see um the check status of it because someone told me Thursday at the latest, I mean Wednesday at the latest.
[AGENT][NEGATIVE] We will know if we received it. Yes, but we have not received it.
[CUSTOMER][NEUTRAL] I will be able to see it, but
[CUSTOMER][NEUTRAL] Yeah, she, they, no, they told me, someone told me that you guys did receive it. They seen it and that someone would put it in something about an index. They index it to someone and the next day, which was yesterday, Tuesday, that someone would be able to.
[CUSTOMER][NEUTRAL] And she said Tuesday or Wednesday at the latest that I will be able to log in and see the status of it.
[CUSTOMER][NEUTRAL] It's it.
[AGENT][NEUTRAL] OK, um, hm.
[AGENT][NEUTRAL] I an index.
[AGENT][NEUTRAL] She means by not been indexed. Let me get with her and see what um she means by not been in this to see if she received it because I don't see it here. OK, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding Mr. [PII]. I, I'm still trying to locate the claim for you, OK? I do see that she said that she found it.
[CUSTOMER][NEUTRAL] So it was a lot
[CUSTOMER][NEUTRAL] Yeah, she said that someone, yeah, she said that someone was gonna file it, um, and I'll definitely be able to check it by Tuesday or Wednesday at the latest the status online, but I, I don't still don't see it, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I'm working on it right now with the supervisor, so if you don't mind, keep holding for me so we can see if we can find that claim because she did say that she did find it, so let me see what happened. OK, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][NEUTRAL] Holding [PII]. OK, I'm gonna keep you holding, so I'm gonna have to call you back, OK.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][POSITIVE] OK, alright, and I do apologize for the inconvenience, but I'll call you back as soon as I get the information for you, OK?
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] OK, have a good day.
[CUSTOMER][NEUTRAL] Alright, alright.
[AGENT][NEUTRAL] Yeah.