AccountId: 011433970860
ContactId: a6532606-5ce4-4622-bb74-08457d6721b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204020 ms
Total Talk Time (AGENT): 97637 ms
Total Talk Time (CUSTOMER): 89555 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/a6532606-5ce4-4622-bb74-08457d6721b0_20250305T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes, hi, my name is [PII]. I was calling to just inquire about a claim that I submitted.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your claim and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, 244-9636.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII], [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And actually the email looks like this may be your work email.
[CUSTOMER][NEUTRAL] Um, do you have [PII]?
[AGENT][NEUTRAL] Yes, and thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And so would this be the claim that came in on [PII] or there's one from [PII] and [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The [PII], uh, I'm lying the [PII], I think I submitted the paper claim on the [PII].
[AGENT][NEUTRAL] The [PII]? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, and the other ones are just some documents.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] OK, so they're both asking for supporting documents to explain what happened with the um accident or sickness as well as the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you can have that, it's saying it's not limited to the itemized bill. So any documentation that shows the diagnosis and what the um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The reason for the accident or sickness was.
[CUSTOMER][NEUTRAL] OK, and I, I submitted all of those. I don't know if you got it on the one on the [PII].
[AGENT][NEUTRAL] Yes, um, so I do see the two, like claims that came in for the 2nd. So those are in processing. So if that's the documents for these claims, then they'll go ahead and um continue processing.
[CUSTOMER][NEUTRAL] It's a bunch of documents.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK, so I, I didn't need to submit the paper claim again. I just uploaded the document. I just wanted to make sure I didn't have to submit the actual claim form.
[AGENT][NEUTRAL] Um, so just moving forward, you should just so that they, because every time you submit a claim, just put the claim form with it, but for this one it's fine because these two claims ask for the same thing. So as long as they are the documents, they'll be able to see which one is which.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK, sounds good. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Um, no, that is all. Thank you.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks OK bye bye.
[AGENT][NEUTRAL] Bye bye.