AccountId: 011433970860
ContactId: c0f32ec0-eb4f-4a04-8270-724176268442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135179 ms
Total Talk Time (AGENT): 59991 ms
Total Talk Time (CUSTOMER): 55077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c0f32ec0-eb4f-4a04-8270-724176268442_20250523T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. I am, uh, can you help me look at a claim?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Um, the policy number is 429-903.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give me one second, I'm in the middle of a claim, so I gotta back it up.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I've got this.
[CUSTOMER][NEUTRAL] The 360-095-5 and maybe I missed it on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I looked on on the first set of charges 983,020 is gonna pay out.
[CUSTOMER][NEUTRAL] I'm trying to figure out if uh if it's in review or what's.
[AGENT][NEUTRAL] Uh, it looks like it's in audit status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, again, it's got that it's got that [PII], um, and the stat date.
[CUSTOMER][NEUTRAL] OK, is it
[AGENT][NEUTRAL] So usually that means that the claim is either processed today or maybe it was last night, but it's an audit status so it's in the final processing stage but has not, you know, been finalized basically so what happens is once the adjuster processes it and then um if it uh if they're not able to release it they have to send it to the audit uh team and then the audit team reviews it and then releases it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Or send it back.
[CUSTOMER][NEUTRAL] OK, so it's usually it's $1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Is it because of the yeah, OK, OK, that makes sense. OK, just wanted to make sure I didn't see it. I looked at all the remarks and I couldn't tell what, um, what was going on. OK, perfect. Thank you so much, [PII]. I appreciate it.
[AGENT][NEUTRAL] Right, and again you'll just wanna let them know that um it's in the final process and stages but it's not been finalized yet just yet.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK, you're welcome. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.