AccountId: 011433970860
ContactId: fa86bea5-cce6-41fd-ba74-545540fc0894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338380 ms
Total Talk Time (AGENT): 171836 ms
Total Talk Time (CUSTOMER): 122853 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fa86bea5-cce6-41fd-ba74-545540fc0894_20250523T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I called yesterday. Um, I spoke to someone about the claim I have currently, um, pending. You guys needed two source of information. I uploaded the explanation of benefits yesterday, and, um, this morning I got, um, sent over the visit summary from the doctor stating on why he needed those imaging done for me so that way you guys could.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Officially process the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she told me to call this to call today just to make sure that everything was OK and that if that nothing else is needed from from my part to be able to get this done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're just wanting to see [PII] if the information you've uploaded has been received?
[CUSTOMER][POSITIVE] Yeah, and if there's anything else that's needed for me.
[CUSTOMER][NEUTRAL] Because it's been going on since late last month.
[AGENT][NEUTRAL] OK, so I
[AGENT][NEUTRAL] Yes, ma'am. Well, I can check that for you. Um, first, I'll have to pull up your information to verify some things with you. So what is your last name, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] 2556537
[AGENT][NEUTRAL] 2556537. Is that correct?
[CUSTOMER][NEUTRAL] 255 yeah.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will have to verify several things with you for security purposes first, [PII], and then again any information provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do show that the phone number that is on file is the same as the one that you gave me, so that is also your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] That we should have Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so Miss [PII], we have received your information and it is in line for review, but it has not yet been reviewed. So I will not be able to tell you if that is sufficient. In looking at the remarks, it states on the, you know, initial review, it does say that we were unable to use payment receipts to process your claim, please submit an itemized bill.
[AGENT][NEUTRAL] With diagnosis and procedures and the primary care explanation of benefits for these charges for further consideration of your claim. So that is what you, that is what you've uploaded.
[CUSTOMER][NEUTRAL] OK, yes, I do know. I, I know that I'm sorry, yes, I would just wanna verify that you see the uploads.
[AGENT][NEUTRAL] We do see the, I do see the uploads. Uh, yes, ma'am, we do, and we will be closed also on Monday. So I do see that that was received and yes, ma'am, it is in line for review, but at this time, it has not been reviewed.
[CUSTOMER][POSITIVE] Because we're we're heading into a long weekend.
[CUSTOMER][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] Got it. OK. Do you know how long uh it normally takes for the reviews to happen on a frame?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's usually about 7 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5 to 7 business days typically.
[CUSTOMER][NEUTRAL] OK, after a new upload has been done?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] And then I see, oh, you're welcome Miss [PII] and I do see that you have opted in for text notification alerts so you should receive a text once it has been processed. You may not be able to see instantly in your portal the outcome, but if you can't, you can call us because it takes a little bit of time for that information to be viewable to you in the portal but you again should receive a text alert.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking because I'm I'm literally like on the portal right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I can tell that you did opt in for that, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK, yeah, I try to use the online system as much as I can. I know it, uh.
[CUSTOMER][POSITIVE] It's normally better that way.
[CUSTOMER][POSITIVE] And faster.
[AGENT][POSITIVE] Yes, ma'am, to upload and get things online for review, yes, ma'am, that's definitely the, the best route to go.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty I appreciate the information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, you're very welcome. So is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that uh you have a very nice holiday weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Have a good one.
[AGENT][POSITIVE] Yes, ma'am. Thank you. You too.
[CUSTOMER][NEUTRAL] Bye, bye-bye.
[AGENT][NEUTRAL] Bye bye.