AccountId: 011433970860
ContactId: fea085de-3880-4a72-a54b-8985034d708b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204759 ms
Total Talk Time (AGENT): 101707 ms
Total Talk Time (CUSTOMER): 76727 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/fea085de-3880-4a72-a54b-8985034d708b_20250519T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] on the care team. Um, I've got a insured on the line. Um, he's been waiting for quite some time on the Doctor [PII] review, that's the claim status. So I wanted to see if maybe you can give him some better insight on when that's gonna be completed, um, or if you have access to something I don't to look at.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't believe I do, um, usually when they're in that review it's just a matter of when the.
[AGENT][NEUTRAL] Uh, information is sent back from the review to the adjuster that's assigned to the claim.
[AGENT][NEUTRAL] Um, what's the policy number?
[CUSTOMER][NEUTRAL] It's 259-799-94.
[AGENT][NEUTRAL] Oh that's [PII].
[CUSTOMER][NEUTRAL] bone, yeah.
[AGENT][NEUTRAL] Yeah, I know. I've, I've spoke with this gentleman um actually a couple of weeks back.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I know he's waiting impatiently.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know, well, and I, I, I, I feel, I mean, you know, I know we have to do our processes, but it's also like, gosh, he's now he needs his money.
[AGENT][NEUTRAL] Right, right, I understand, or at least an answer either way, right? Um.
[CUSTOMER][NEGATIVE] Right, instead of just we keep because we keep telling him 07 to 10 working days and then it's been 10 working days so now I know he's gonna be upset, um, so.
[AGENT][NEUTRAL] Yeah, it looks like um there's a note in there today from the adjuster that said the medical record review from Doctor [PII] needed additional information and she sent it back to the medical director today. So they were requesting more information and apparently she provided that information to Doctor [PII] today.
[AGENT][POSITIVE] So I would think that we would have a resolution hopefully soon, um.
[AGENT][NEGATIVE] But unfortunately, I don't have any additional information.
[CUSTOMER][NEUTRAL] OK, so the adjuster.
[CUSTOMER][NEUTRAL] Um, got it back from Doctor [PII] and he needed more information and then we.
[AGENT][NEUTRAL] Right, she provided that information to the medical director that's reviewing it, um, and she sent it back. He requested more information. The doctor did, and then she, according to her notes, she sent it back uh for review.
[CUSTOMER][NEUTRAL] it
[AGENT][NEUTRAL] She provided them the information requested.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is that in the notes on the file.
[AGENT][NEUTRAL] It is, uh huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, it looks like it was early earlier this morning [PII] is the note time stamp.
[AGENT][NEUTRAL] For today's date.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] OK, OK, I'll see what he says to that comment.
[CUSTOMER][NEGATIVE] I've talked to him too. He's talked to, he's been really upset, so, OK, I'll let him know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think you kind of talked to everybody here. I'm sorry, [PII], I wish I had more information.
[CUSTOMER][NEUTRAL] No, it's fine, it's fine. I'll, I'll read that note to him. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank