AccountId: 011433970860
ContactId: e5df214e-78a8-4208-9a12-96fda902a285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294480 ms
Total Talk Time (AGENT): 128436 ms
Total Talk Time (CUSTOMER): 91388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e5df214e-78a8-4208-9a12-96fda902a285_20250123T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm hoping to get an update on a claim I submitted at the beginning of the month and it still hasn't been processed.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. Are you calling as a provider or the insured?
[CUSTOMER][NEUTRAL] Uh, I am the insurer person.
[AGENT][NEUTRAL] OK. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Mm, where is it? 2,329,650.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, here we go. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So I do show the um is this for the last claim it was received [PII] of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do see the claim. Um, there is a 7 to 15 day business uh turnaround for claims. It looks like it has finished processing though, and there's a total of $2950 that's being sent to you. Now, it looks like this was just has just finished processing today because I don't see any like payment information in terms of direct deposit, but I see you have elected for direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So usually that updates, um, well, technically it'll be [PII] tomorrow morning, uh, when we send everything to the banks um for the payment and the update, and then it'll show tomorrow, but yes, it's $2950 looks like you were paid for 31 days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And then I had a question on that claim it's been processed, does it state whether or not next month is the last month for um my disability cut off because I was trying to figure out that with the last agent, but she said that since the the claim hadn't been processed, she couldn't tell whether or not that was gonna end in February or March for me.
[AGENT][NEUTRAL] Um, hold on one moment, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to.
[AGENT][NEUTRAL] I'm just looking for, that's yours. Where's the physician? Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] On the paperwork.
[AGENT][NEGATIVE] And I don't wanna like.
[AGENT][NEUTRAL] Is this your 2nd payment you received or your 1st?
[CUSTOMER][NEUTRAL] Well, I'm almost on my year. That's the only reason why I'm asking because I started, I filed my first claim in February, but then I didn't start getting um.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Payments until March because I had to wait for the elimination period so I don't technically know when my year ends. Does it end when I first put the claim in or when I first got my payment?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the reason I, the only reason I was asking is because I didn't see the physician's portion and that portion shows like the return to work date, but just in terms of the max of the policy, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's from, uh, looks like [PII] and then the year will be [PII] of this year.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Alright, that's all, yeah, that's all I wanted to know.
[AGENT][POSITIVE] All [PII]. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.