AccountId: 011433970860
ContactId: da018788-509a-4c0f-9d5c-c65009a0086f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284989 ms
Total Talk Time (AGENT): 90247 ms
Total Talk Time (CUSTOMER): 120435 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/da018788-509a-4c0f-9d5c-c65009a0086f_20250416T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I.
[CUSTOMER][NEUTRAL] I find some files um for a claim.
[CUSTOMER][NEUTRAL] For, um, my hospital plan, but I can't really tell if it's uploaded correctly or not. I was wanting to.
[CUSTOMER][NEUTRAL] Verify that it actually
[AGENT][NEUTRAL] Went through.
[CUSTOMER][POSITIVE] And uploaded correctly.
[AGENT][NEUTRAL] OK. Um, what's
[CUSTOMER][NEGATIVE] Well, I was able to open one up, but it seemed only like part of it. It was compressed it, I'm, you know, I'm opering off an iOS, so maybe it's the way it displayed, but I'm not sure the whole thing uploaded.
[AGENT][NEUTRAL] OK, yeah, let's double check. OK, what's the policy number?
[CUSTOMER][NEUTRAL] Let's see, I got a confirmation number, policy number.
[CUSTOMER][NEUTRAL] 234-63668
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can verify your name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then I need to verify lastly your address and email address, please.
[CUSTOMER][NEUTRAL] Uh, uh, [PII], and then I think my email address is [PII].
[AGENT][NEUTRAL] It looks like, yeah, that's what we have on here.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] I do see a recent upload. Um, it looks like I show a total of 7 pages.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It almost seems more than I would expect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It looks like that the hospital sent me to.
[CUSTOMER][NEGATIVE] Two separate files so I should have uploaded 2.
[CUSTOMER][NEUTRAL] I think I named one.
[CUSTOMER][NEUTRAL] Um, insurance one per item owners maybe.
[CUSTOMER][NEUTRAL] So it's 2 pages for 1.
[CUSTOMER][NEUTRAL] Yeah, should be like 4 pages that I'm seeing that.
[AGENT][NEUTRAL] Well, there's a cover sheet, so that accounts for one. So that would be one.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] A Novent health and then there's another one.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Another one from Novent Health, so.
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] Yeah, so it's a total of
[CUSTOMER][NEUTRAL] I think I and I label.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] And named the PDFs hospital service and then INS for insurance and then hospital stay item because there was like an itemized and then there was.
[CUSTOMER][NEUTRAL] I think it's the, the claim.
[CUSTOMER][NEUTRAL] I don't know, the claim information.
[CUSTOMER][NEUTRAL] Didn't quite understand it but I.
[CUSTOMER][NEUTRAL] When was the insurance claim on itemized?
[AGENT][NEUTRAL] Yeah, so the
[CUSTOMER][NEUTRAL] I'm counting 2 pages each.
[AGENT][NEUTRAL] Right, when you did um hospital stay item.
[AGENT][NEUTRAL] That PDF it just put a separation between them, so that's why it's accounting for more pages, you know, it's just a cover page. So technically it was the 4 documents that you sent.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there anything else I need to to send?
[AGENT][NEUTRAL] Um, the only other thing.
[AGENT][NEUTRAL] I don't think that there's anything else. Now that you'll need to send. Generally, they take about 5 to 7 days, give or take, you know, to process. So, um, yeah, looks like everything's good from what I can see at this point, Mr. [PII].
[CUSTOMER][NEUTRAL] OK awesome yeah I need to do it on a computer, but I'm on my work computer, so I'd rather not do this on that.
[CUSTOMER][NEUTRAL] The iOS is, you know, the, the phone upload. I know it's not showing everything quite correctly that's why I wanted to call. Alright, cool. Alright, well, I'll, I'll, I'll mark that down as received then and um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][POSITIVE] We'll go from there thank you very much I appreciate it.
[AGENT][POSITIVE] All right. You, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.