AccountId: 011433970860
ContactId: d543abfc-f496-4331-a4ac-e8b819e93c1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255529 ms
Total Talk Time (AGENT): 82791 ms
Total Talk Time (CUSTOMER): 44696 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d543abfc-f496-4331-a4ac-e8b819e93c1e_20250421T15:11_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] Uh, good morning. My name is [PII]. I try, uh, see, uh, what I need on my claim y'all need anything else?
[AGENT][NEUTRAL] OK, well, I can definitely help you with your claim. And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] That's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2750.
[CUSTOMER][NEUTRAL] Alright uh the policy number is 258.
[CUSTOMER][NEUTRAL] 7432.
[AGENT][NEUTRAL] Thank you, that was 25874132?
[CUSTOMER][NEUTRAL] No, uh, 7432.
[AGENT][NEUTRAL] 7432. OK, hold on one moment.
[AGENT][NEUTRAL] Take that out.
[AGENT][NEUTRAL] All right, and I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Alright, [PII] months [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the last update is as of [PII], we're waiting for medical records um from your physician. Let me see if it will tell me who.
[AGENT][NEUTRAL] I was trying to see if it told me uh who they were requesting it for without going into the documents. Hold on one second.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Oh you alright.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] All right, thank you so much for holding. So it was sent to Our Lady of Lake Regional Medical Center and we're asking for the admission and discharge summary, as well as the diagnostic testing reports from [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So as soon as they send those into us, we automatically continue processing the claim um for the decision.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, Mr. [PII], was there any, you're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] I know that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.