AccountId: 011433970860
ContactId: b7609e67-3de8-43ff-a57c-5f00d53346a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225320 ms
Total Talk Time (AGENT): 71424 ms
Total Talk Time (CUSTOMER): 84065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b7609e67-3de8-43ff-a57c-5f00d53346a6_20250430T20:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Doing great doing great sorry I was multitasking when it came on, um, I'm just trying to call and check on a claim for one of our customers.
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I sure do. Let's go take a look here.
[CUSTOMER][NEUTRAL] Sorry, I had to jump back to my screen. Um, policy number is 2572245.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Gentleman's name is [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] And what's your number, [PII]?
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] Uh, phone number [PII]. Email is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what what claim are we checking on for him?
[CUSTOMER][NEUTRAL] Uh, the one that's processed looks like it ends in 919.
[AGENT][NEUTRAL] All right, looks like we made a payment of 1900, and that went out yesterday.
[CUSTOMER][NEUTRAL] OK, was that direct deposit?
[AGENT][NEUTRAL] Like that's a check.
[CUSTOMER][NEUTRAL] Dang it, OK, OK, I've been sending in the direct deposits and I feel like lately they're still doing paper checks when I send them, um.
[AGENT][NEUTRAL] They're just crossing cause I see.
[AGENT][NEUTRAL] See, we just got something else.
[AGENT][NEUTRAL] Which I suspect is the direct deposit.
[AGENT][NEUTRAL] Yeah, if you're sending them closely, we've had some changes in the department that handles direct deposits, so they might they're probably operating a little bit slower than our claims department, so it's kind of crossing on that initial submission.
[CUSTOMER][NEUTRAL] So do you think it's my best bet to upload the the direct deposit form before I upload the actual claim to give them a day or two to get it in the system?
[AGENT][POSITIVE] Yeah, that would be great if you could do that, um, because like I said, we've had some changes recently and had some actually had some long term absences in that department, so, but we seem to be getting back on track now so everything should be um flowing a little bit smoother.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that was for [PII], so I assume that was the um.
[CUSTOMER][NEUTRAL] The admission benefit and daily benefit.
[AGENT][NEUTRAL] Right. Yeah.
[CUSTOMER][NEUTRAL] Or was that a surgery involved?
[AGENT][NEUTRAL] Um, looks like it was the hospital admission benefit.
[AGENT][NEUTRAL] And then hospital confinement.
[AGENT][POSITIVE] And then it looks like a daily benefit as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I think we have a couple more in there, um, but I think they're, they came in around the same time, but I think they haven't been reviewed yet. There's one on his wife.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah looks like those are currently in processing.
[CUSTOMER][POSITIVE] Got it, got it, alright, that'll work I appreciate your help today.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye bye.