AccountId: 011433970860
ContactId: c1f496c0-18bd-4088-affd-9907df949d7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151339 ms
Total Talk Time (AGENT): 59562 ms
Total Talk Time (CUSTOMER): 77639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c1f496c0-18bd-4088-affd-9907df949d7b_20250423T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am, and I just uploaded some city I get the files uploaded for uh.
[CUSTOMER][NEUTRAL] For the stuff they needed for me.
[AGENT][NEUTRAL] OK, I can check under the policy. Yeah, do you have your policy number?
[CUSTOMER][NEUTRAL] I guess it's a
[CUSTOMER][NEUTRAL] Yes ma'am, it's 256-603-0.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] Cause I also got some a couple of days ago, but they need to itemized bill and that was from the one I just said from the radiation doctor.
[AGENT][NEUTRAL] OK. All right. uh, let me just verify your first, last name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII]. Email addressb [PII]. Mailing address [PII].
[AGENT][NEUTRAL] Thank you so much. All right. And just to confirm, that policy number was 2,566,080?
[CUSTOMER][NEUTRAL] No 256-603-0.
[AGENT][NEUTRAL] 0, 30. I'm so sorry.
[CUSTOMER][NEUTRAL] No, no problem, ma'am.
[CUSTOMER][NEUTRAL] What's the thing they give me every day I go see him and every day I go get in the machine it's $412 a day.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've been going since the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of March.
[AGENT][NEUTRAL] Alright, so I do see the upload um it looks like we did receive everything so that is confirmed, uh, so just give that some time to process if that was, you know, the additional documentation that they needed, uh, they'll get that looked at and then continue processing out the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. But I told them about you they like they don't understand anything. I talked to somebody Monday.
[CUSTOMER][NEGATIVE] And they needed these uh documents and everything and they like they can't send it to them or anything. I'm like, well, I gave my information. I said they'd be the one paying my bills.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, like something's wrong with me, so I just let it go.
[AGENT][NEUTRAL] Well, hopefully this should be all that was needed on the, the claim, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I'm sending some more out too. I'm waiting for other people to send me some from the uh I saw urologist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's all like, you know, once I get the more load then do the same thing again too, so they just, they're the ones holding me up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you, ma'am.
[AGENT][POSITIVE] Yeah, not a problem. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.