AccountId: 011433970860
ContactId: c2e0d6d2-05ec-40d1-a180-25d2ab4eb877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185710 ms
Total Talk Time (AGENT): 79204 ms
Total Talk Time (CUSTOMER): 88493 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c2e0d6d2-05ec-40d1-a180-25d2ab4eb877_20250611T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey, [PII], um, I want to check on a claim, please.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to assist you with the claim. And [PII], are you calling from a provider's office or you're the insured?
[CUSTOMER][NEUTRAL] We're the broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the um member's policy number?
[CUSTOMER][NEUTRAL] 1092735
[AGENT][POSITIVE] Thank you. And what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] This is a continuance um and I faxed um the physician statement and the statement of the insured on um.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] On Monday
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, I was gonna say um this, we did receive the documents, um, did you want to know if we received them or you had questions about them?
[CUSTOMER][NEGATIVE] I just wanted to make sure because they are um like last month that um something wasn't right or was missing off of it. And so then their payment was delayed by like 10 days and so it, you know, put them in a financial hardship. They're struggling right now. They're having to live um in a town where he had the transplant and everything and in [PII]. So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] They're, you know, they're away from home, they're having a hard time. So I'm just kind of trying to make sure that everything, you have everything you needed for a check to be issued, you know, on the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or deposit, I know they're automatically deposited.
[AGENT][NEUTRAL] Well, the, so the, the documents were received. It is in processing. Um, if there is, because since it's in processing, like I don't see any status or anything flagged or anything, but if they, hopefully they don't need anything, but if they do, um, you all will be notified.
[AGENT][NEUTRAL] Um, but it's nothing here to show like there's any issues so far.
[CUSTOMER][NEUTRAL] OK, I'll check back maybe Friday. I'll check.
[CUSTOMER][POSITIVE] Yeah, OK, I just wanted to make sure and I'll check back Friday just to, so I can kind of stay on top of it because I know the [PII] is coming up. OK, thank you so much.
[AGENT][NEUTRAL] Make sure, yeah.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.