AccountId: 011433970860
ContactId: a9ba5eeb-9745-4880-9e81-d13d1fc1222d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238539 ms
Total Talk Time (AGENT): 82022 ms
Total Talk Time (CUSTOMER): 120916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a9ba5eeb-9745-4880-9e81-d13d1fc1222d_20241231T17:21_UTC.wav
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[AGENT][POSITIVE] And thanks for calling ALis [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is uh [PII] and I had filed a claim and I was looking online just to see if it had been processed and um I didn't see anything on the, on the way up when I had checked on it.
[CUSTOMER][NEUTRAL] Can you check it for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Your policy number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 252-975-1
[AGENT][NEUTRAL] And Ms. [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] Uh, is it my work address or is it my personal?
[AGENT][NEUTRAL] That's like the work.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. You said you submitted a claim but you don't see it being processed on on the portal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, I do show that we received the claim on [PII]. Um, it is pending for processing.
[AGENT][NEUTRAL] So we haven't processed it yet.
[CUSTOMER][NEUTRAL] OK, because I had spoken to somebody and they were saying all they needed was that itemized.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Surgery list.
[CUSTOMER][NEUTRAL] And I had is it showing where I submitted that you see that?
[AGENT][NEUTRAL] Uh, let me go to that area to see what was actually.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Because that, because they had denied it at first because they didn't have enough information. And when I called, they said that they needed that surgery, that itemized surgery list.
[CUSTOMER][NEUTRAL] And then I submitted, I uploaded that and I was just seeing, do you see it on your end?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it is taking a second to come up. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I see an autoized um bill that you submitted in.
[CUSTOMER][NEUTRAL] And see they both they both go together, you know, is it showing where I had sent something on the [PII] and then turned around and sent something on the [PII], both of those go together?
[AGENT][NEUTRAL] Yes ma'am, so when we process the claims we um look at the other ones, the other claims that were submitted to see if the dates match and um we will um.
[CUSTOMER][NEUTRAL] Are we looking at the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Update everything in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then I was just trying to see uh when my money would come so uh uh.
[AGENT][NEUTRAL] Yeah, I understand. Um, I will give it a few more business days, um, because we're processing claims that came in on the [PII], so, um, it possibly be sometime next week.
[AGENT][NEUTRAL] Um, at the latest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, but it's showing everything that was the last thing that was required, so hopefully I'll hear something next week then.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Can you transfer me to the hospital indemnity part or do, or is it a number that I can call? I know it was one of the prompts when I, I was.
[AGENT][NEUTRAL] OK, give me one second let me.
[CUSTOMER][NEUTRAL] When I had first called, so.
[AGENT][NEUTRAL] Uh, it's in regards to because I don't see you having a hospital indemnity policy.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Oh, that's what that's with another company. I'm sorry. Alright, thank you so much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] No problem, thanks for calling APO you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Uh, but