AccountId: 011433970860
ContactId: a18dfbb8-8f68-4be0-92cb-b78a33a74275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229940 ms
Total Talk Time (AGENT): 77688 ms
Total Talk Time (CUSTOMER): 89099 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a18dfbb8-8f68-4be0-92cb-b78a33a74275_20250605T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][POSITIVE] Yes ma'am, good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, yeah, I have the claim number.
[CUSTOMER][NEUTRAL] 3605929
[AGENT][NEUTRAL] OK, so I'm assuming you're calling about a claim status?
[CUSTOMER][NEUTRAL] Well, I'm calling, yeah, because they sent I I received actually the letter and they asked me for the diagnostic code, you know, the, the, the one from the hospital. I wanna just make sure you guys receive it because I, I, I send the fax.
[CUSTOMER][NEUTRAL] Can you check for me, please?
[AGENT][NEUTRAL] Uh, sir, first verify your name, date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Name [PII].
[CUSTOMER][NEUTRAL] Uh, email [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you so much and give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I do show that claim, it looks like it was processed yesterday.
[AGENT][NEUTRAL] And so it looks like we did receive the diagnosis code and so a check will be mailed out today.
[CUSTOMER][NEUTRAL] Oh, OK, so you received the, the code, OK, because this letter I received it in the mail yesterday. I just opened the mail. I, I received this letter from.
[CUSTOMER][NEUTRAL] Yeah, they asked me in order to complete the process on your claim. We need the itemized statements, so you did receive it, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do you know how long, do you know how long it's gonna take and you're gonna let me know by email or by mail or how this is gonna work?
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] I'm not sure how long it would take for that information to get to you as far as to check in the ELB, but it will be mailed out today since it was processed yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and as far as email, they don't email and, um, send an email that your claim has been processed. It's just you can set up on our online service center and there is an option to receive a text message when a claim has been received or when it's been processed.
[AGENT][NEUTRAL] But that's the only pretty much notification besides it's being mailed.
[CUSTOMER][NEUTRAL] That's OK. I can receive the mail so it's not a big deal.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Have a great day. Thank you.
[AGENT][POSITIVE] Alright, you too, Mr. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm bye.