AccountId: 011433970860
ContactId: d1df28ae-c40f-4f19-9918-10b2a395d0a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225619 ms
Total Talk Time (AGENT): 91500 ms
Total Talk Time (CUSTOMER): 138995 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d1df28ae-c40f-4f19-9918-10b2a395d0a6_20250128T18:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII]. How are you today?
[AGENT][POSITIVE] Hey, I'm doing so well, [PII]. How about yourself?
[CUSTOMER][POSITIVE] Really well thank you. May I give you my policy number, whatever it is that you need from me please.
[AGENT][NEUTRAL] Yeah, I can get your policy number from you.
[CUSTOMER][POSITIVE] Great thank you it's 21.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 207207.
[AGENT][POSITIVE] Wonderful and [PII], how can I help you today? What are we doing?
[CUSTOMER][NEUTRAL] The reason I'm calling is I called earlier in the morning but um I, I just wanted to speak to someone else um essentially it's this um my claim was pending a an EOB and I received it this morning and I and you folks had already processed my claim two weeks ago. The lady said, OK, once you get the EOB go ahead and just send it to us and um so that we could.
[CUSTOMER][NEUTRAL] Uh, reevaluate the claim. I, it's, I have gap insurance and um, so I just, I know that you folks have received it because I see it on the system, but I just want someone to know so that maybe they can tell the claims examiner that OK he did he did finally send it because he just got it today.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, perfect, absolutely and do you mind if I before I dive deep into the policy a little further if we verify some information?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][POSITIVE] Sure, anything you need.
[AGENT][NEUTRAL] Perfect. I'm sorry because I'm sure you did this when you called earlier, but if you could verify for me your date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. I live at my email address is [PII] and I live at [PII] and my telephone number is the one I'm dialing you from, which is my cell [PII].
[AGENT][POSITIVE] Perfect, and you definitely knew exactly what I needed. I really appreciate that, Arturo. um, so I'm seeing, I'm seeing it here actually that I do see we received it, um, and I actually show it's already queued up to be processed by an examiner. So right now it's just in a queue.
[CUSTOMER][POSITIVE] Exactly I paid attention this morning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, but there, so somebody's been assigned to it and they will, I mean, I don't know how many more they have ahead of them, but it is certainly already queued up on this side.
[CUSTOMER][POSITIVE] OK good good.
[CUSTOMER][NEUTRAL] I do appreciate it thank you so much because apparently that was the only thing it was explained to me a few times that it was the only thing that was pending so that you could see what I paid and what the insurance paid and all that so.
[AGENT][POSITIVE] Yes, absolutely. Well, I'm really glad you were able to get that to us, and I know sometimes it takes a while for major medical to send out their EOBs, so we understand it takes some time and I appreciate you sending that our way.
[CUSTOMER][NEGATIVE] Yes, yes, it does. I mean, you have no idea. The lady said, Well, you know, it could take a couple of months. I'm like, are you kidding me? You guys are at now, well, we're really busy. I'm like, yeah, lady, you may not think it's a lot of money for me it is. So anyway.
[AGENT][NEUTRAL] No, absolutely, well, yes, absolutely, so from here on out the process might not take as long as normal because we already have all the rest of your information. Um, I would still recommend giving us about 7 business days from here but keep an eye on your online service center because it could come through earlier than that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK, that's fine. I just wanna make sure that that someone's taking a look at it that I just didn't send it and then oh well you know he never sent us the information so let's just forget about it, you know, that sort of thing.
[AGENT][MIXED] No, well, I really appreciate you being so diligent and checking back in with us, but yes, I do see I do see they queued it already.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] you have a great rest of the day and I appreciate it.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you, [PII], and you have such a wonderful day yourself.
[CUSTOMER][POSITIVE] Thank you.