AccountId: 011433970860
ContactId: a01b78f7-ec0f-4043-b9a9-b1ebb020bc22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362109 ms
Total Talk Time (AGENT): 126056 ms
Total Talk Time (CUSTOMER): 50084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a01b78f7-ec0f-4043-b9a9-b1ebb020bc22_20250224T20:34_UTC.wav
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[AGENT][POSITIVE] Afternoon. Thanks for calling Apis [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to check the status of my claim.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get your policy number?
[CUSTOMER][NEUTRAL] I don't know that.
[AGENT][NEUTRAL] Your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get your social cause there's um quite a few [PII].
[CUSTOMER][NEUTRAL] What do you need?
[AGENT][NEUTRAL] Your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] And what type of claim is it for?
[CUSTOMER][NEUTRAL] Stroke?
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, what about a work email looks like the one that we probably have on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. You said you want to check the status of the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and just for future reference, you do have access to check claim status on our website, which is at [PII]. Uh, give me one second, let me see if I can see a status on that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so I'm showing that we received the claim on [PII], um, and we have 7 to 10 business days for processing.
[CUSTOMER][NEUTRAL] You received the the claim on [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] It was set out like the first week of February.
[AGENT][NEUTRAL] Yes, so it looks like there, let me look at this other one because there is, so we received something on [PII], but looks like you have one that was received on [PII]. Um, so let me look to see, maybe you referred to that one. cause it looks like on that one we were pending some information, so let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What that one shows.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So the claim, the original claim came out on the [PII] and so we had to request the medical records from um Cleveland Clinic. And so that's what we're waiting on um to get back before we can actually process your claim.
[CUSTOMER][NEUTRAL] Uh, the medical records were already sent in.
[AGENT][NEUTRAL] And we
[AGENT][NEUTRAL] So we have to, um, let me see, we have to request medical records from the facility. And so, um we never received that.
[AGENT][NEUTRAL] So it looks like we sent them a request on [PII] requesting the records, and that's what we're waiting on.
[AGENT][NEUTRAL] But other than that, we haven't received any um records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Mr. [PII], was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling April. You have a wonderful day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] Uh-huh, bye.