AccountId: 011433970860
ContactId: a074ca86-337c-4927-944f-2b383c4bfdd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249699 ms
Total Talk Time (AGENT): 131680 ms
Total Talk Time (CUSTOMER): 74398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a074ca86-337c-4927-944f-2b383c4bfdd3_20250123T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status.
[AGENT][NEUTRAL] OK, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII], thank you for that. Go ahead with the good policy number, please.
[CUSTOMER][NEUTRAL] Yes. It's 02507926 ML 8.
[AGENT][POSITIVE] Alrighty, thank you so much for that, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty. Thank you so much, [PII]. Now, what's your patient's name and date of birth today for me, please, ma'am?
[CUSTOMER][NEUTRAL] It's you done.
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII].
[AGENT][NEUTRAL] All right, thank you so much. Looks like [PII] is the insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] What date of service, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your total bill, go ahead.
[CUSTOMER][NEUTRAL] For the amount?
[CUSTOMER][NEUTRAL] $410 even.
[AGENT][POSITIVE] Alrighty, thank you for that. Let me do some checking. Let's see right quick.
[AGENT][NEUTRAL] Alright, I see that it's nothing been processed, but I do see a claim here pending, I mean a claim in line for process and let me go see if that's it. So hold on just a moment for me.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Let me look at it real quick. Let's see if it's your claim.
[AGENT][NEUTRAL] And that date of service you said was [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII] 202444 $10.
[AGENT][NEUTRAL] Alright, let's see. Yes, ma'am, it looks like we do have your claim in-house. Now, we just excuse me, we just received this claim in.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yesterday, so it is in line for processing. I would at least allow 5 to 7 working days, but we do have your claim, OK?
[CUSTOMER][NEUTRAL] So we need to allow 5 to 7 business days.
[AGENT][NEUTRAL] Yes, allow 5 to 7 business days.
[CUSTOMER][NEUTRAL] And it was received on [PII]. That is yesterday.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] There's no claim number because it's not been processed yet. We just received it yesterday.
[CUSTOMER][NEUTRAL] No claim number generated. And is there any document control number?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Thank you. And can you spell your name for me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sure can. [PII] yes. And is that all that I can help you with today, Rhea?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. And may I have the last name first, sir?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh and it's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the call reference number for this call?
[AGENT][NEUTRAL] We do not give call reference numbers, but you can use my name in today's date, OK?
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for the information you provided me on this call.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thank you for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.