AccountId: 011433970860
ContactId: 013c97aa-4e10-4907-8749-5131c68d55bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316070 ms
Total Talk Time (AGENT): 145068 ms
Total Talk Time (CUSTOMER): 101854 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/013c97aa-4e10-4907-8749-5131c68d55bc_20250619T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm trying to get a um the status of a claim please.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. The claim is in my husband's named [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy number is 2495024.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here, Mrs. [PII], um.
[AGENT][NEGATIVE] Well, hold on one second. It just glitched on me. I'm sorry.
[CUSTOMER][POSITIVE] We said everything alright with you. Oh yeah, yeah, hanging in there. Oh yeah.
[AGENT][NEUTRAL] Alright, and I just need to um verify the policy. Mrs. um, Mrs. [PII]. Is Mr. [PII] available just for me to verify?
[CUSTOMER][POSITIVE] Yes. Yes ma'am, I'm here.
[AGENT][NEUTRAL] OK. Hi, Mr. [PII], I just need you to verify your date of birth, mailing, and email address on file.
[CUSTOMER][NEUTRAL] [PII] email is [PII]
[CUSTOMER][NEUTRAL] I mean email is uh [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I assist you today with the claim? Is it the one that's here on hold or is another one that's been submitted?
[CUSTOMER][NEUTRAL] No, the one that you don't have, we're just trying to get the status of it.
[AGENT][NEUTRAL] OK, so so far it looks like we have requested medical records. Um, let me see, hold on one moment.
[CUSTOMER][NEUTRAL] That was supposed to be sent in yesterday.
[AGENT][NEUTRAL] What's today the [PII].
[AGENT][NEUTRAL] Hold on one second. I'm just trying to see. So we sent it out to him on the [PII]. We haven't received anything yet though, let me see what this is. I'm just looking through the mail. Hold on one moment.
[AGENT][NEUTRAL] Yeah, we haven't received any medical records yet though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, um.
[AGENT][NEUTRAL] Now, I can say, um, so basically on the [PII], we sent over the medical record request. They sent us a bill because you know, we have to pay for the records. So on looks like today, we just made the payment to them, so they'll probably be releasing it soon.
[CUSTOMER][NEUTRAL] OK, I got you I got you. OK, so once they release it, um.
[CUSTOMER][NEUTRAL] You all are getting in contact with us, but we have to keep calling back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am, I mean, you know, you can call as often as you like. That's what we're here for. But um no, once we get the records, we'll just go ahead and continue processing and then you'll get the explanation of benefits. Um, I don't know if you all signed up for the text message, that'll tell you it's done too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] All right, now, you take care now.
[CUSTOMER][NEUTRAL] OK, alright, so, um.
[CUSTOMER][NEUTRAL] OK, so they're just, uh, corresponding in email?
[AGENT][NEUTRAL] Um, it'll be, you'll, you'll get the explanation of benefits in the mail, um, and you'll also, if you signed up for text messaging, um, you will also receive the text message that says your your claim is finished processing and you can go online to review it.
[CUSTOMER][NEUTRAL] OK, alright, OK.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][NEUTRAL] You're welcome, Mrs. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, I wanted to find out, um, because when we did the disability, we did a life insurance policy also. So when he stopped working, did that policy stop?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, so the only policy that I see here with us, uh, since [PII] is the short-term disability. So that's not to say you don't have life, it's just not with APL, so I'm not sure.
[CUSTOMER][NEUTRAL] OK, so I'll call Mr. [PII]. OK, I'll call the agent and and find out.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well thank you that's that's all I needed today.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you all have a great day.
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.