AccountId: 011433970860
ContactId: eba019ce-97bf-42e2-9f35-f3e70b0d5ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250289 ms
Total Talk Time (AGENT): 81564 ms
Total Talk Time (CUSTOMER): 130141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/eba019ce-97bf-42e2-9f35-f3e70b0d5ae7_20250610T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm yes, hi, I was just calling because I submitted, um, uh, two EOBs last Wednesday and it's still showing as pending and I just wanna make sure I didn't do something wrong.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with the status of your claim. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh absolutely. First name is, it's under [PII] and last name is [PII], [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you, [PII]
[CUSTOMER][POSITIVE] And a callback number is [PII] sure I'm so sorry I didn't mean to interrupt you.
[AGENT][POSITIVE] Oh, no problem. Go ahead with the callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now I need your policy number.
[CUSTOMER][NEUTRAL] Mhm, uh, group you mean group number?
[AGENT][NEUTRAL] Um, the, it'll be the outpatient certificate number. That's your policy number.
[CUSTOMER][NEUTRAL] Got you. OK, OK, I appreciate that. I have my card right here in front of me. OK, the outpatient certificate number is 02262373 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Sure, date of birth is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] OK, um this is something with the new system AP APL and I are going back and forth on it should be in my personal account [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And yes, I'm showing that your claims are pending and um actually, no one has started working on them yet, so it doesn't um show that you've done anything wrong. Um, it's showing that we received them on the [PII] and we ask that you allow 7 to 10 business days for um the claims to be processed.
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, so, um, if I, if it still shows as pending I guess by early next week, should I just call back?
[AGENT][NEUTRAL] Um, yes, ma'am. Please give us a call back because, um, yeah, someone should have at least touched them by then, so, yeah.
[CUSTOMER][NEUTRAL] OK, but I'm still in that period, OK, because I was, I was, I'm so sorry, go ahead.
[AGENT][NEUTRAL] They should have
[AGENT][NEUTRAL] No, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, no, that's OK. No, I was just, it just seemed because I submitted a claim last um summer and date it was received was like [PII] and then the date completed [PII], which is a week, and it's been a week tomorrow since I submitted it, so it was starting to concern me. I didn't know if I should resubmit it, if I should upload the um EOBs again or what.
[AGENT][NEUTRAL] Yeah, and actually, like I said, they're still pending. Um, no one has um had a chance to look at them yet, so.
[CUSTOMER][NEUTRAL] OK, it's a slow down because of the.
[AGENT][NEUTRAL] Yeah, like you said, um,
[AGENT][NEUTRAL] If um no one has touched them by the beginning of next week, give us a call back.
[CUSTOMER][NEUTRAL] OK, OK, could the slow down be the new system? I know that's that created a lot of work.
[AGENT][POSITIVE] Exactly, it's the new system.
[CUSTOMER][NEUTRAL] OK, OK, well I'll just keep checking and if not I will call back early next week.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, not at all I appreciate your help.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye.