AccountId: 011433970860
ContactId: fff86a81-cbeb-4dea-a33b-d789752ebb38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299920 ms
Total Talk Time (AGENT): 158173 ms
Total Talk Time (CUSTOMER): 108795 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fff86a81-cbeb-4dea-a33b-d789752ebb38_20250210T23:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I received a notice in the mail about you receiving a claim on the policy, and it was reviewed and started. I guess they need maybe some documents from me. Is there any way you can tell me what they need?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course I can take a look at that claim and uh I'll let you know what information we might be missing um you wanna first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, M as in Mike 60000478.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], um, do you have that letter there, uh, with you?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you see anywhere on there that says maybe a claim number? It should begin with a 3.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, it doesn't. I can get my wallet, so hopefully it's on there.
[AGENT][NEUTRAL] That's fine um if it's easier I can start using your social as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I am not seeing you in our system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, um, would you spell the last name for me one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now I wasn't able to find you with that social security number um so I'm just going to search using your name give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I think I found you. What was your date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, I do believe I found you, let's see.
[CUSTOMER][NEUTRAL] I was gonna say I hope so.
[AGENT][NEUTRAL] Yes, alrighty, um, and then just gonna verify a couple other pieces of information if you don't mind, uh, can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you for verifying that information, OK.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And then before we go any further, um, if you'd like I can go ahead and give you the correct policy number if you ever did need to give us a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for that.
[CUSTOMER][POSITIVE] Oh, I'm ready.
[AGENT][NEUTRAL] OK, it's 0259.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0118.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course, OK, so this is your um hospital indemnity medical plan with us. This is the only plan you've got with us and I am showing that we received some claim information, uh, [PII], and it is still processing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if that letter was from us then that would it's probably just letting you know that we received it. I'm not showing that it's completed processing yet so I'm not sure if there's any additional information that's needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what does it mean as far as processing the doctor office turned over everything?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure I'm unable to see what um it's when it's processing that means that we're just looking over that information um seeing what it was what we're able to pay and again if there are any additional pieces of information that we need.
[CUSTOMER][NEUTRAL] That's what that means?
[AGENT][NEUTRAL] So typically it can take about 7 to 10 business days for claim information to complete processing and it may not take quite that long um so you're more than welcome to give us a call um here in a day or two if you'd like to just check on the status we'll be able to let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I just got the mail today, so I was just calling to see if you need something that's all. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, I'm sorry about all the confusion. I'm glad we were able to find you. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am, thank you for the policy number as well.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Absolutely, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.