AccountId: 011433970860
ContactId: db1a6d8a-3d13-4cc1-87b2-678071343bf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152850 ms
Total Talk Time (AGENT): 98232 ms
Total Talk Time (CUSTOMER): 35460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/db1a6d8a-3d13-4cc1-87b2-678071343bf1_20250221T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. You gave me a call a couple of minutes ago.
[CUSTOMER][NEUTRAL] Shall we could answer the phone call?
[AGENT][NEUTRAL] Hi, uh, this is Mr. [PII].
[AGENT][NEUTRAL] Did I say that right? OK, I don't know if I pronounced that correctly or not. Um, can I just have you verify some information and then I'll go over the claim review with you. Go ahead and verify your date of birth please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your mailing address please.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you and then um last piece of information your uh email address please.
[CUSTOMER][NEUTRAL] Yeah, I believe I have, uh, that is [PII].
[AGENT][NEUTRAL] Yes, thank you very much for verifying that information. OK, so what happened is it looks like um we received a claim in our office and uh we had some documents for [PII], your dependent, and then also um when I pulled the mail up it looks like it was all um 11 claim submitted but there were actually two claim forms and I did find the invoice for the appointment for Noah as well for the office visit.
[AGENT][NEUTRAL] So what I've done is sent this back to the adjuster to have her review and reprocess that uh claim for Noa.
[AGENT][NEUTRAL] Um, and unfortunately she's not in the office today, but I did send a message to her that go ahead and have her review and reprocess, um, and we'll get those, uh, benefits paid for, uh, Noah's, uh, visit as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Really appreciate that. Thank you so much, ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, did you have any other questions?
[CUSTOMER][NEUTRAL] No, I was uh.
[CUSTOMER][POSITIVE] I was expecting this call until next week, but thank you so much for letting me know.
[AGENT][NEUTRAL] Certainly, um, and like I said, the, um, she should be back in the office on Monday and like I said we'll get the claim reprocessed for you, um, and it does look like, oh let's see.
[AGENT][NEUTRAL] Yeah, so it will be a a check that will be mailed.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for returning my call, and I hope you have a great rest of your day and a great weekend.
[CUSTOMER][POSITIVE] Oh good you too man bye bye.
[AGENT][POSITIVE] Thank you, bye bye.