AccountId: 011433970860
ContactId: 94b0b6be-f798-41b7-8d70-b4f681682a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234320 ms
Total Talk Time (AGENT): 80331 ms
Total Talk Time (CUSTOMER): 88640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/94b0b6be-f798-41b7-8d70-b4f681682a09_20250207T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm looking for the claim status of one of our members. Can you please help me with that?
[AGENT][NEUTRAL] Yes, I can check in a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah. Policy number is 2173604.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII], and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is um [PII].
[AGENT][NEUTRAL] OK, and then, uh, do you have the bill amount?
[CUSTOMER][NEUTRAL] And the bill amount is of, uh, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] The amount is up to $60.
[AGENT][NEUTRAL] Um, how much? I'm sorry.
[CUSTOMER][NEUTRAL] It's $260.
[AGENT][NEUTRAL] 260. OK, and then again that date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I'm not showing that we received any claims for that date of service for Allen.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] But we have submitted it from our side uh on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so I do see that we've received claim information on [PII]. It is still being processed, so typically it can take 7 to 10 business days for claim information to process, so I'm unable to view that information at the moment.
[CUSTOMER][NEUTRAL] Uh, uh, so is it, uh, claim number generated it or not?
[AGENT][NEUTRAL] No, there is no current claim number assigned to it yet that is as it is still being processed.
[CUSTOMER][POSITIVE] OK, no problem. Mm, yeah. Thank you so much for the information. And how much time do we have to wait for the, for the information from your side?
[AGENT][NEUTRAL] Again, typically it can take about 7 to 10 business days for claim information to complete processing.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. And can you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK. And your last?
[AGENT][NEUTRAL] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all I have at last. Can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for the information.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah have a great day you too bye bye take care.
[AGENT][NEUTRAL] Bye bye you too.
[CUSTOMER][NEUTRAL] Yes.