AccountId: 011433970860
ContactId: ecb89744-e36a-420f-bfb1-74623acea1f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185399 ms
Total Talk Time (AGENT): 74940 ms
Total Talk Time (CUSTOMER): 74963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/ecb89744-e36a-420f-bfb1-74623acea1f4_20250221T17:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, trying to get my, my, um, username and password to find out the status on a claim unless you can just let me know the status of the claim.
[CUSTOMER][NEUTRAL] I don't have it. uh I was I was terminated, but I filed a claim for something that uh was done before the termination date, so I just wanted to find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The update on it. OK. Well, I can help you with your claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Oh this is gonna work.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know if I can get my social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one second.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] It's kind of taking its time. OK, here we go. And this is for your medical policy?
[CUSTOMER][NEUTRAL] Yeah, I filed two claims on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One was a um hospital visits, ER visit, one was a um.
[CUSTOMER][NEUTRAL] Uh, just a doctor visit.
[AGENT][NEUTRAL] Alright, Mr. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII], uh, mailing is [PII].
[CUSTOMER][NEUTRAL] And email is my name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing a claim, um, it was received on [PII]. It's currently in processing, um, but I don't know like where they are in the processing. It's usually a 7 to 10 business day turnaround from the day we receive it.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Two claims or one? because I submitted two different um I mean it may be showing as one. I'm not sure but I they both they both with one was the ER visit, one was the um urgent care visit.
[AGENT][NEUTRAL] Let me see, um, hold on one moment, let me see if I can see the documents.
[CUSTOMER][NEUTRAL] They, they may just be together. I think they've done that before.
[AGENT][NEUTRAL] They may have, hold on one moment here it is, [PII].
[AGENT][NEUTRAL] Two claims from before termination date, OK.
[AGENT][NEUTRAL] Yeah, it looks like they're both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect. I'm just uh I guess I'll just call back in a couple of days maybe.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's good for now. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.