AccountId: 011433970860
ContactId: b819379a-81e8-4acb-8d19-d8e1c45b49f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221639 ms
Total Talk Time (AGENT): 93268 ms
Total Talk Time (CUSTOMER): 88022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b819379a-81e8-4acb-8d19-d8e1c45b49f1_20250514T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this, um, my name is [PII]. Um, I'm calling in reference to, uh, a claim I submitted.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected, now?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, no problem, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, uh, as soon as you pull out, we get on the top.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Pa.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's gonna be
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 33.
[CUSTOMER][NEUTRAL] 592 4
[CUSTOMER][NEUTRAL] No, I'm sorry. That one was lapsed. It's gonna be.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 255.
[CUSTOMER][NEUTRAL] 2440
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And you also said the billing address is gonna be [PII].
[AGENT][NEUTRAL] Address and mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's your email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right, Mr. [PII], I see that we received a claim on the [PII], that it was submitted online. It is in line to be processed. It has not been processed yet. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK. I just wanted to make sure that I submitted the right documents.
[AGENT][NEUTRAL] Mm, OK, it's gonna be reviewed in 7 to 10 business days, um, but if you did submit the claim form and you send the itemized bill and the explanation of benefits, that should be a full claim.
[CUSTOMER][NEUTRAL] Explanation of benefits.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, the explanation of benefits from the primary.
[CUSTOMER][POSITIVE] I think that's the right.
[AGENT][NEUTRAL] No, the primary insurance. You get that through the primary insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Well, I gotta get that.
[AGENT][NEUTRAL] OK, yeah. So if you're missing the explanation of benefits, just call your primary insurance or see if you get them electronic through the website and just look for the date of service and just send us the copy of the explanation of benefits showing the amount applied towards the deductible co-payment of coinsurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] No, not at the moment.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.