AccountId: 011433970860
ContactId: e6e816bb-bc6e-4d0c-9fdf-99f6d0225f5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223779 ms
Total Talk Time (AGENT): 86226 ms
Total Talk Time (CUSTOMER): 93171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e6e816bb-bc6e-4d0c-9fdf-99f6d0225f5d_20250225T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. This is [PII] with Associated. I'm calling uh to
[CUSTOMER][NEUTRAL] Follow up on a claim that we submitted for one of our clients.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I, I don't have the policy number. I can log into the system if you need me to get, I have a social.
[AGENT][NEUTRAL] OK, let's see, what's that social, Ms. [PII]?
[CUSTOMER][NEUTRAL] Cause that's what I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And I apologize, you're calling from again?
[CUSTOMER][NEUTRAL] Associated financial consultants or the broker.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you say you're calling about a claim that was processed for the patient?
[CUSTOMER][NEUTRAL] That we submitted and I want to find out if it's been processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one quick moment.
[AGENT][NEUTRAL] And do you know the date of service or when that claim was submitted?
[CUSTOMER][NEUTRAL] I know it was submitted online on, because I'm looking at the confirmation on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have the confirmation number.
[AGENT][NEUTRAL] OK, this was sent to the online service and the OSC?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, I do show the claim was processed on, give me a moment, [PII] and the payment has been mailed to the insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 115 25 and the payment was mailed?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yes. It looks like it was sent via check.
[CUSTOMER][NEUTRAL] On what on [PII] in the amount of the 1000, let me see.
[AGENT][NEUTRAL] Uh, $1,878.48.
[CUSTOMER][NEUTRAL] I'm sorry, I'm, I'm
[CUSTOMER][NEUTRAL] And it was mailed to him at [PII].
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So the check was mailed to him.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Okey dokey.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with? Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, I'm, I'm sorry. So it was mailed on [PII]. If he didn't get it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess I'll have to call back, right? And you guys will.
[AGENT][NEUTRAL] Uh, right. If he has not received it, uh, usually it takes 30 days since it was sent to the correct address. So if he hadn't received it, then he can give us a call back since it's been past 30 days and we can do a check verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All righty, thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL.
[CUSTOMER][POSITIVE] And your name again? Thank you.
[AGENT][NEUTRAL] Yes, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thanks. Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.