AccountId: 011433970860
ContactId: e0e22440-e977-42bc-a164-bcc56a362f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143059 ms
Total Talk Time (AGENT): 38048 ms
Total Talk Time (CUSTOMER): 76938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e0e22440-e977-42bc-a164-bcc56a362f47_20250624T16:46_UTC.wav
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[AGENT][NEUTRAL] Calling my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling um to follow up on some claims that were submitted, um, I just wanted to get an update to see if they were processed or how long it would take to process them.
[AGENT][POSITIVE] I'd be happy to assist with claim status if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh policy number, give me one second, let me pull it up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry, one second. It's um 231-992-4.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm not sure we have any claims on file. How did you submit the um claims?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I called the, my hospital because I had some bills, and it says that it's pending, it says insurance claims awaiting response.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Should I call them back?
[AGENT][NEUTRAL] Now, we're your secondary, so we're gonna get the claim last. Are they pending with your major medical?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, no, um, it's because it already went through the first insurance and then there was a pending balance. I, I think it's almost like $7000. So that's when I went ahead and submitted your guys' information, and then, so now we're just waiting on that. So you guys should.
[CUSTOMER][POSITIVE] be covering it according to my knowledge, but my primary already, it does that, they already covered what they needed to cover.
[AGENT][NEUTRAL] OK, well, I would give it some more time for us to receive the claim, but if you wanted to call them to check to see when they sent it out, um, but as of yet we haven't received the claim yet.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL, Miss [PII]. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye.