AccountId: 011433970860
ContactId: 0273dc9e-57fb-4195-a4a5-ed6eba50d175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361579 ms
Total Talk Time (AGENT): 217841 ms
Total Talk Time (CUSTOMER): 154116 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0273dc9e-57fb-4195-a4a5-ed6eba50d175_20250130T17:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm just, hi, I'm doing fine. How about you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm good. I'm good. Thank you. Um, I have, uh, OK, I have a memory there's a little bit upset and I just, you know, didn't want her to be waiting because she's a little bit upset already. Um, so she's calling because she has called, um,
[CUSTOMER][NEUTRAL] Several times about her claims, um, and we keep telling her they're in line to be processed, which they are in line to be processed. Um, but uh she said that they're supposed to be already processed by today and they're not, so she just wants to speak to somebody else, um, because she don't want to hear that no more. I'm sorry. Um.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] It's 1775159.
[CUSTOMER][NEUTRAL] And basically the reason she says that is because she wants to know if she's still missing information, she wants to know now instead of just, you know, having to wait, and she wants to know if what she sent is all she needs.
[AGENT][NEGATIVE] I wonder why they're not processed. They should have been already done on the [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that canceling at 7 to 10 business days or?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, mhm, mhm, yeah.
[AGENT][NEUTRAL] Um, 123456789, 10. Yes, OK.
[AGENT][NEUTRAL] Um, what I'm gonna do is I'm gonna tell her I'm gonna send um the team leader an email and let me look and see what day of mail because I mean I don't know what to tell her. I can't process these claims these are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, got you.
[AGENT][NEUTRAL] Um, are they, what, what data are they working on?
[CUSTOMER][NEUTRAL] It looks like they're assigned to [PII], but [PII] made the note the last time, so I'm like.
[CUSTOMER][NEUTRAL] I is it really assigned to [PII] or [PII] just touched him and that's why I see her name. I have no idea.
[AGENT][NEUTRAL] Let me let me look in her folder.
[CUSTOMER][NEUTRAL] I'm part of things so I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is her name? [PII]. Um.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Are they in her pending?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm looking for them, but I don't see them in [PII]'s folder.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They're not?
[AGENT][NEUTRAL] No, I wonder if she can they were completed by accident. I wonder where there is.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Not sure, but I see that uh what I see, I'm looking at on base under the APL claim look up. I, I pulled the mail number and it says workflow Q [PII], um, so I'm not sure if it's because she touched it or if she worked on it. I'm, I'm not sure, um.
[AGENT][NEUTRAL] OK, you can go ahead and transfer her and I'll, I'll talk to her and tell her I'm gonna have to send the examiner an email and have her to expedite it and give her a call back is what I'm going to do.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much. Let me put her in. OK. And the contact number is the same one in the system, OK? You're welcome. Mhm.
[AGENT][POSITIVE] You're welcome. Thank you.
[AGENT][POSITIVE] Uh-huh, thank you.
[CUSTOMER][POSITIVE] Yeah. Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, I got Ms. [PII] on the line. She's in the claims department. Um, she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, good morning. Uh, my name is [PII]. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you're wanting to know the status of the claim and when it's gonna be reviewed and processed?
[CUSTOMER][NEUTRAL] Yes, because you only have 10 business days, and today is the 10th business day.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, I understand. um, give me what I'm gonna have to do is, um, I don't process the claims, but I do answer the phone calls, uh, the examiners, not all the examiners, um, you know, speak on the phone so that they can get these claims processed. Um, give me one minute. I'm going to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it looks like there are several pieces of mail that you know they're all pretty big that gives them time. I don't know why they have not. I can't give you a reason why they have not been processed, but what I'm gonna do is I am gonna send the examiner an email and ask her if she could get this done before the end of the day, um, and I'll have her to give you a call back when she gets them reviewed and processed.
[CUSTOMER][NEUTRAL] Is there anything missing?
[AGENT][NEUTRAL] I, I do not know because there's a lot of mail. They haven't been looked at. There's several pieces, um, of, of mail for her to look at, so I just can't, I can't, we, we wouldn't be able to tell you until it's getting they reviewed the entire every piece of mail, and then they will be able when she calls you back, she can let you know, um, but I is your.
[CUSTOMER][NEUTRAL] What they need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, will I have, will I have something processed by this evening like I should have?
[AGENT][NEUTRAL] I can, I cannot guarantee it. All I can do is send an email at this point and we'll carbon copy.
[CUSTOMER][NEUTRAL] Because your policy states that we have 10 business days to get that process. And I mean, I paid for that policy, I'm like,
[AGENT][NEUTRAL] Well, it'll be, I will.
[AGENT][NEUTRAL] I understand, but you're gonna have to let we work in day and order and the policy itself doesn't say 10 days. That's just our standard rule that we try to get everything processed within 10 business days. So what I'm gonna do is I'm going.
[CUSTOMER][NEUTRAL] Well, that's what I was told, yeah.
[AGENT][NEUTRAL] Well, I understand, but what that's, I'm going to, like I said, email the examiner. I can't guarantee any benefits until it's reviewed, and you're going to have to give them time to review it because there is a lot of, a lot of, lot of pages for them to review. I will let her know to give you a call back either this, you know, either way if it's processed and finalized or if there's gonna be anything needed, I will let her give you a call back at the telephone number [PII].
[AGENT][NEUTRAL] Is that a good number for her to call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I will let her know that, you know, we, um, it's the this mail is we received it on the [PII] and I will ask her to get this reviewed as before the end of the day and give you a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, my pleasure. Is there anything else I can help you out with, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am have a good day.
[AGENT][POSITIVE] OK, then thank you