AccountId: 011433970860
ContactId: f820b29c-c092-44e2-818f-1fb25436f322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744760 ms
Total Talk Time (AGENT): 159894 ms
Total Talk Time (CUSTOMER): 239866 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f820b29c-c092-44e2-818f-1fb25436f322_20250203T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is, uh, [PII]. You guys called me, um, a little while ago. I was actually in a waitation and couldn't answer the phone, um.
[CUSTOMER][NEUTRAL] It was probably about processing my claim.
[AGENT][NEUTRAL] Hmm, OK, let's take a look, [PII]. Do you have your policy number? I can check the notes maybe, see if there's something there.
[CUSTOMER][NEUTRAL] Um, I, I don't have it right in front of me. I give you my social. that would help.
[AGENT][POSITIVE] OK, yeah, absolutely, go ahead.
[CUSTOMER][NEUTRAL] That's right, that's [PII].
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] First carable chicken right there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to get
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have the same
[AGENT][NEUTRAL] All right. I've got your policy here, [PII] and I just need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] Yes, that is [PII] and the address is [PII].
[AGENT][POSITIVE] Alright, thank you so much let me see what we got in here.
[AGENT][NEUTRAL] OK, so it looks like [PII] who called you in claims did leave some detailed notes in here. It looks like.
[AGENT][NEUTRAL] Uh, the latest claim that we received, it looks like it was dated on [PII]. We need an updated physician's claim form after um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. It looks like your benefits were paid up until [PII]. Our office needs an updated physician claim form showing the works.
[CUSTOMER][NEUTRAL] They sent one on [PII].
[AGENT][NEUTRAL] We should have already gotten one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, OK. Let me check and see if I see anything.
[CUSTOMER][NEUTRAL] Go through here, get in the right hand lane.
[CUSTOMER][NEUTRAL] Well, actually I think that lady is about uh coming up in 400 ft up here is [PII]. That's where we're gonna turn right at right there, yeah.
[CUSTOMER][NEUTRAL] Go up. We're gonna turn up, go up here and you are, you're actually, we're actually looking at the back of our hotel right or the we're actually looking at the, the Holiday Inn next to the Laquita right here. We're gonna go up here. We're gonna turn left on [PII]. That's just before you get to the private lot.
[CUSTOMER][NEUTRAL] See up here by this Davita dialysis that's where that white truck is coming out at.
[CUSTOMER][NEUTRAL] That's what we're gonna.
[CUSTOMER][NEUTRAL] That's what we're gonna turn left at.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] We're not going to turn right here. It's gonna be up here in between these buildings.
[CUSTOMER][NEUTRAL] Right here. I figure, right here, right here, right, right here, right here.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You can. I came in yesterday.
[CUSTOMER][POSITIVE] That we can park in the same place you want to park up close to the front or whatever you wanna do.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Whichever one you wanna do?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm just double checking on the forms were submitted because um [PII]'s notes state that the updated the form that we've received.
[AGENT][NEUTRAL] Um, is not an updated physician's claim form.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so that's what we're needing it looks like from you.
[CUSTOMER][NEUTRAL] Because yeah I called when I when I saw that the the new thing had been submitted and they're saying yeah we submitted that so showing the new dates and everything and I double checked and and I talked to the person I talked with um then said yeah we're showing the new information we have it so um that's why I'm kind of confused as to.
[CUSTOMER][NEUTRAL] As to, you know, kind of what's going on because I'm like, OK, they said they had everything.
[CUSTOMER][NEUTRAL] And uh you know, at that time we had checked to make sure it was the right everything.
[CUSTOMER][NEUTRAL] Come on, buddy, come on.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I see where you, I see where you would call to make sure that we had received the physician's statement on um [PII] and then it was still in line to be processed.
[CUSTOMER][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, buddy, hold on, trying to hold on to my dog here at the hotel and he.
[AGENT][NEUTRAL] You can put me down if you need to while I'm looking at stuff that's fine.
[CUSTOMER][POSITIVE] I, no, I'm, I'm, I'm good. I've, I've, I've got a headset on. I'm just kind of got my hands full and waiting on my wife and trying to hold the door in the dog, uh-huh.
[AGENT][NEUTRAL] Oh, gosh, OK.
[AGENT][NEUTRAL] All right, let's see here uh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] Oh, right, sir. Come on, buddy, come on.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I the top here.
[CUSTOMER][NEUTRAL] I have no idea who they are calling me.
[CUSTOMER][NEUTRAL] Oh, we're, we're trying to figure this out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right. There we go. Dogs here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Don't know.
[AGENT][NEUTRAL] OK, so I see what [PII]'s talking about as far it looks like whatever was submitted was the same as far as what they had originally submitted, so she's saying that it needs to be updated. It's like they submitted the same exact form that they they did on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not, not, not the.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, not the new dates.
[AGENT][NEUTRAL] Yeah, it doesn't have the new dates. I'm looking at them both and it's just exactly the same and so.
[CUSTOMER][NEUTRAL] Not OK. All right. I'll, that's why I will call them and say, hey, make sure you submit the form with the new dates. Well, I guess I have to say all the words to them, OK? Uh, oh boy, OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yeah, but that's, that's, that looks like what it is and then if you have any troubles, you can call us back. The person working your claim, her name is [PII], and so you can always talk to her too if you need to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, I will definitely try to get all of that done. Uh, I'll see if I can get that done this afternoon and we'll see how things work out.
[AGENT][POSITIVE] OK, [PII], sounds good.
[CUSTOMER][POSITIVE] Alright thank you alright alright bye bye.
[AGENT][POSITIVE] My pleasure. Take care. Bye bye.