AccountId: 011433970860
ContactId: 9f1e43fb-d085-4830-b5ae-992d43de6c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262540 ms
Total Talk Time (AGENT): 161559 ms
Total Talk Time (CUSTOMER): 56020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9f1e43fb-d085-4830-b5ae-992d43de6c8a_20250210T19:22_UTC.wav
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[AGENT][NEUTRAL] contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], I'm so sorry. I just put a potato chip in my mouth. One second. I'm so sorry.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] So I'm just trying to get an update on a claim I started last week and I haven't seen anything come across.
[AGENT][NEUTRAL] OK, let's look it up. And I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My first name is [PII], last name is [PII].
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] For the original.
[AGENT][NEUTRAL] Yeah, uh, what is your uh policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, well, let's see if we can't find it through your name. OK, let's see.
[CUSTOMER][NEUTRAL] I'm driving so.
[AGENT][NEUTRAL] Uh, no, I, I get it. Uh that's fine. Um OK, so it's uh [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yep.
[AGENT][NEUTRAL] And [PII] Does that sound right?
[CUSTOMER][POSITIVE] Yes ma'am, you got it correct you got it the right way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, my maiden name was [PII], so that's OK, let's see if I can't find you here.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Somewhere.
[AGENT][NEUTRAL] OK. And I'm sorry, they just, we do have a couple of smiths, so I'm just looking through here.
[CUSTOMER][NEUTRAL] Sure, I, I started on the claim started on the [PII].
[AGENT][NEUTRAL] Right, and you're wanting to know what's going on with it. OK, let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I was looking for an update.
[AGENT][NEUTRAL] Absolutely. And if I could just get a date of birth from you, please, sir, and a uh phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] phone number is [PII].
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Still checking here.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Ah, all right. OK.
[AGENT][NEUTRAL] 586.
[AGENT][NEUTRAL] OK. I, I'm sure I'm not gonna give you your policy number unless you just absolutely want it, um, because, uh,
[CUSTOMER][NEUTRAL] No, I can log on when I get home. I'm just unfortunately I'm on the road, so.
[AGENT][POSITIVE] Yeah, absolutely. So let me look at this. We received something on the [PII], um.
[AGENT][NEUTRAL] Let me see what we have here. I'm going to uh pull it up. OK, so it looks like we did receive uh your, your documentation. This is for a claim that you started on the [PII]. I see that we were asking for a diagnosis code and so um I'm just wanting to look at this really quickly. Now, we did get it and I believe it's with an examiner right now, so I just want to be certain.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yes, OK, so the examiner is looking at it right now, um, so what I would do, uh, uh.
[AGENT][NEGATIVE] I can't access it because it's with somebody and they and they work it's in the the claims that they are working as we speak so um today is the [PII] when you log in today, tonight or tomorrow, it should show that it's been updated.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] Um, and, and, uh, it does now, do you have, you have direct deposit. Good, that's wonderful. That was the next thing I was gonna ask you. Um, so you can see something then, but it has been received, it is being worked as we speak, um, and so you should be hearing something. It should update in the system tonight or tomorrow morning, but it, that's not how long it takes. Now, is, is this the only thing, it looks like this is the only claim we have for you. So is there anything else at all that may help with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, I, I mean, I just don't, I guess I need to understand is it work for doctor visits too, or are we just talking hospital visits? I don't remember.
[AGENT][NEUTRAL] Uh, yeah, let's look at your policy and um let's see. So what you are covered for.
[AGENT][NEUTRAL] Um, it's for, uh, it, it's not for your doctor's office, so it's for hospital, inpatient, outpatient hospital.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Understood.
[CUSTOMER][NEUTRAL] Understood quite thought.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that's all I wanted to know. Perfect. Then I'll, um, I'll keep an eye on it and see what's going on here the next day or two.
[AGENT][POSITIVE] OK, well, thank you very much.
[AGENT][POSITIVE] OK, great. Yes, thank you, and, and you should be hearing something. So there's nothing else I can help with. Thank you for contacting APL. I hope you have a very good day. Thank you for calling us, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.