AccountId: 011433970860
ContactId: 96bc4179-464c-4470-a71c-8e9c6de1e24f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205889 ms
Total Talk Time (AGENT): 73515 ms
Total Talk Time (CUSTOMER): 53688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/96bc4179-464c-4470-a71c-8e9c6de1e24f_20250303T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][MIXED] I'm doing good. I hope I'm doing this right, OK, so it's not.
[CUSTOMER][NEUTRAL] Cancer, it's an accident policy, but I really just have a quick question. What does temporary pending for claims mean on the remark code?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let me see what kind of what's the policy number?
[CUSTOMER][NEUTRAL] OK, um, it's 257-054-6.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, they're waiting for the the vendor to be added.
[CUSTOMER][NEUTRAL] Waiting for the like the provider?
[AGENT][NEUTRAL] Yeah, it says I want.
[CUSTOMER][NEUTRAL] Can I tell them that?
[AGENT][NEUTRAL] Uh, give me one second, let me just pull the claim just to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the, um, the well, the insured's mom, the insured passed away.
[AGENT][POSITIVE] Oh goodness, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] she's got it pended.
[AGENT][NEUTRAL] Oh, it's an insured claim. So why does she have a pending? Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna check back with her.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I see this remark code again, did I do the right thing or am I supposed to know what this means? Cause I tried to look.
[AGENT][NEUTRAL] No, no, you're good, uh, usually we that's an in-house pin that means she's waiting for either vendors to be added or she's waiting for some kind of um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's waiting for something. That's why it's just being on a, a quick hold. Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it, it doesn't really mean a whole lot there, but I'm asking her right now like what is it that why is it being held? so she could tell me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's just an in-house pin so that way a uh what's it called? EOB won't be printed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's because they're needing additional information, so, uh, [PII] was trying to get additional info to process the claim. I will deny today for major medical EOB. OK, so we're needing a major medical EOB.
[CUSTOMER][NEUTRAL] So am I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][NEGATIVE] No thank you appreciate it.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][POSITIVE] You too babe.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.