AccountId: 011433970860
ContactId: f0053a39-d8bf-4d24-8197-3b3756018c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161789 ms
Total Talk Time (AGENT): 58097 ms
Total Talk Time (CUSTOMER): 81401 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f0053a39-d8bf-4d24-8197-3b3756018c29_20250203T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] [PII]. I'm a broker. How you doing?
[AGENT][POSITIVE] I'm good. How are you, where I am?
[CUSTOMER][POSITIVE] Doing great, doing great, just trying to double check on a claim for one of our customers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Thank you. Policy number is 2446222.
[AGENT][NEUTRAL] 244-622-2
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the employee's name and date of birth please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you, and we're checking claim status for what date of service?
[CUSTOMER][NEUTRAL] Yes, I believe.
[CUSTOMER][NEUTRAL] We sent in some medical information and a claim form, um, let me get you a claim number before I jump into that email let's see.
[AGENT][NEUTRAL] OK, or if you have the date of service.
[CUSTOMER][NEUTRAL] She said the records. Sure, let's see, um, well first off, let me jump back to that for you um the claim number is, um, last 3 is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 666 I'm sorry 663 is the last 3.
[AGENT][NEUTRAL] 663. OK, I see that claim. Let's see.
[CUSTOMER][NEUTRAL] OK, and basically.
[CUSTOMER][NEUTRAL] She said um looks like even though we, we had some pretty clean paperwork um I believe Ms. [PII] might have asked for.
[CUSTOMER][NEUTRAL] Um, something else, so the lady in the medical records department said she mailed it on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which was um.
[CUSTOMER][NEGATIVE] It should have been 39 pages that we received. I'm not sure if we if we did receive them.
[AGENT][NEUTRAL] OK, let me check that. So would that be medical records?
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yes ma'am, it was medical records that were sent directly to APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show something received on [PII]. It's in line for processing. Let me take a peek at that and see what it is.
[AGENT][NEUTRAL] I am showing about a 43 page.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Document. So this is, this is, these are the medical records.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK perfect alright so I just wanna make sure we did receive them um because last time I checked it there was nothing in house OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] All right, that'll work.
[AGENT][NEUTRAL] All right. Anything else, Mr. [PII]?
[CUSTOMER][POSITIVE] I, I appreciate your time. um, let me check. Thanks so much for your time. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome, [PII] thanks for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.