AccountId: 011433970860
ContactId: eb7763e1-2e02-434a-ab45-a3ea99bd2d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435040 ms
Total Talk Time (AGENT): 148266 ms
Total Talk Time (CUSTOMER): 168066 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/eb7763e1-2e02-434a-ab45-a3ea99bd2d23_20250528T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I wanted to check on a claim, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, like the res uh wrestler.
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, I'm, I'm not him. There's actually two [PII] and there's the, you know, the wrestlers one, and then there's an adult film star that's the other. I'm neither of them.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry. And what's that policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number on. Let me see if it's.
[CUSTOMER][NEUTRAL] I have the claim number, is that OK?
[AGENT][NEUTRAL] Uh, what's the claim number? Yes, sir. I can look it up that way.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, the claim number is.
[CUSTOMER][NEUTRAL] 3,603,900.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Awesome thank you give me one moment.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And it says that it's pending, but when I tried clicking the documents, I mean, it's been over 48 hours. It's been last week sometime it just hasn't changed. I have a procedure coming up soon and my anxiety is going through the roof about how I'm gonna pay for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was kind of counting on this to come through, but I don't know if there's something else on there.
[AGENT][NEUTRAL] Uh, Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Awesome thank you so much and let me see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, it looks like the claim is pending medical records.
[AGENT][NEUTRAL] And let me see when that was sent for the request.
[AGENT][NEUTRAL] OK, sir. Looks like they're waiting for medical records. Uh, once that's been received, then I can, uh, complete the processing of the claim.
[CUSTOMER][NEUTRAL] Have I done everything that I need for that? I mean, I feel that I signed over the the access to the records, right?
[CUSTOMER][NEUTRAL] And I, I, I don't know, is there anything that I need to do with this or I mean is there a specific one that you need records for that I could call?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm trying to look and see who they're requesting it from. Give me one moment please.
[CUSTOMER][POSITIVE] Yes ma'am, thank you very much I really appreciate your help.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Oh, absolutely. You're welcome.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see if there's a header.
[AGENT][NEUTRAL] Looks like they sent a request to the provider on the [PII], so we're just waiting for them, but I'm pulling up to see the name of the provider who they're requesting it from.
[CUSTOMER][NEUTRAL] Yeah, if that's something that I could call them and hurry up, but.
[AGENT][NEUTRAL] Looks like it's for a doctor.
[CUSTOMER][NEUTRAL] I know not everybody.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Uh, like Doctor [PII].
[AGENT][NEUTRAL] [PII] while I can.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's from the low T center, OK.
[CUSTOMER][NEUTRAL] I will uh I will call them and then should uh should they be aware that.
[CUSTOMER][NEUTRAL] That's being asked for.
[AGENT][NEUTRAL] Uh, yes, sir. Uh, it was a letter was sent on the [PII], so probably the [PII], uh it was sent out, so they probably hadn't received it yet, but you can definitely.
[AGENT][NEUTRAL] Uh, let them know if they need to give us a call, they can speak with the, the examiner.
[AGENT][NEUTRAL] And they can send a request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is everything sent through the post office that that seems like a.
[CUSTOMER][NEUTRAL] And yeah, I know it's not you, but it feels like there could be a quicker way in instances like this.
[AGENT][NEUTRAL] Well, sometimes, like if the provider, uh, call and say they hadn't received the request, they can definitely, like I said, call us and they can give them a fax number to where they can fax it to us or get their fax number to fax the request to them.
[CUSTOMER][NEUTRAL] But again that's that's not you.
[AGENT][NEUTRAL] But we didn't have a fax number. We just had their mailing address.
[CUSTOMER][NEUTRAL] OK, can I?
[CUSTOMER][NEUTRAL] OK, if I were to get that fax number, how could I get that to you?
[AGENT][NEUTRAL] Uh, you can just give us a call back, um, with that fax number and we can uh send a request for the examiner to contact uh provider via fax.
[CUSTOMER][POSITIVE] OK, yeah, I'll I'll do that thank you very much.
[AGENT][NEUTRAL] Uh, yes, sir. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, it's just so I, I keep clicking on the, the link hoping that something changes and, and it doesn't. It's just, it's difficult for me right now, but I appreciate your time and thank you very much.
[AGENT][POSITIVE] Absolutely. You are welcome. And thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.