AccountId: 011433970860
ContactId: 0333f018-4fb8-4cd7-b00e-a3060abc443d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571440 ms
Total Talk Time (AGENT): 199653 ms
Total Talk Time (CUSTOMER): 406359 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/0333f018-4fb8-4cd7-b00e-a3060abc443d_20250416T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. I'll probably call [PII]. I don't even know how many times I've called y'all today. I'm too old to do all this computer stuff. But anyway, uh, my, my account number or my policy number is 674.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 670 for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My birthday is [PII].
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], let me get your callback number real quick just in case the call gets dropped.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, and are you needing help with the claim?
[CUSTOMER][NEGATIVE] Girl, I don't wanna make sure I even got a file. That's my problem is I can't get, I can't seem to get it. I don't know what, and then I'm looking at this thing and it's got like a gazillion times I've done it. So I don't know if I've, I've only, uh, what I intended was 333 claims to be done. One of them I think is done is for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it's a wellness claim and it's OSC 96783. Can you see if that's been filed and if you have 33 pieces of paper on that 133 from MD [PII].
[AGENT][NEUTRAL] OK, um, I can check your claim in just a second, Ms. [PII]. Um, for security reasons, first, I need to verify your policy. So can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII] and uh my address is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying that for me. So looking at 9, the OSC 96783.
[CUSTOMER][NEUTRAL] Uh-huh, and it should have 3 pieces, 3, single pieces of paper from MD [PII], uh, you know, bills, 333 papers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and
[AGENT][NEUTRAL] OK, so I do see that we have received it um today we got it today. I cannot see what's actually sent in because it has to be once it's uh sent by you it has to be uploaded and that has not taken place yet we've just received it so we'll have to give it some time for them to upload it and start working on the claim but if it helps you any we have received it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right. I got another one now. This is one for my husband. It's OSC 6771 or maybe 6770. I have no idea. I've, I've, I've got two numbers on here. I don't know. It should have one piece of paper on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to just make sure it got to y'all and then they'll have to decide for how many times I've seen it I guess. I, I don't know. I've called y'all a billion times.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] That's all right. Um, I do show that we have received that one, today, and it's the same situation. I can't see the paperwork, but, um, it has come through and we do have it.
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] Is it 70 or 71 or what what number is that one?
[AGENT][NEUTRAL] Well, um, you've got 234 numbers.
[CUSTOMER][NEUTRAL] Maybe both.
[CUSTOMER][NEUTRAL] Or 3?
[AGENT][NEUTRAL] You've got 4 numbers.
[CUSTOMER][NEUTRAL] Oh, there you go. Well, I have another, I have another one for him too. I, I have, I, that's a well visit and then I have another one that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Is the OSC 96784 and that should have, that should have as a cancer claim, so it should have two pieces of y'all's cancer paper. Uh, it should have two of those on there, pages 2 and 4, and it should have 3 pages of
[CUSTOMER][NEUTRAL] Um, of bills.
[AGENT][NEUTRAL] OK. Yes, I do show.
[CUSTOMER][NEGATIVE] And I can't, and I can't get the, the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You do that? That show that. OK. I got, uh, we've called the cancer center to get them to send that to us and they say it takes 30 days. Well, we waited about 40 days and we never got it, so we called them. All right. So then that was already 2 months gone and then so my husband called them again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And they said it would take 30 days. Well, we're past, here we are, we're, we're all the way now we're, we're in April and we still haven't got it. And so on one of those papers it said where was your, where was it um the center or wherever it was performed. I put the sur the surgery center on there, but all I have is a doctor's bill, but
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I just can't, I can't get them to send that to us. And they said, well, we send it to you. We have record. I said, well, we never received it and you know, we have a 30 day wait period and so we don't know.
[CUSTOMER][NEGATIVE] And then we waited 40 days and we still, you know, we still never got anything. So I don't, I don't know if they ever send it or they, they did or they didn't, but we've already contacted them twice and waited our 30, 30 to 40 days and we still haven't got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Bless your heart. That's a long time to have to wait.
[CUSTOMER][NEUTRAL] Yeah, it's not like we can drive there cause.
[CUSTOMER][NEGATIVE] Yeah, we, we live 4 hours away so it's not like we can drive there and get it, you know, so I, I can't get there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wonder if they would.
[AGENT][NEUTRAL] I wonder if they would send it to you by email and you guys stay on the phone together until you receive it by email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No HEPA law, they said.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I said, OK. My husband said, OK. So he tried to tell me because I can't call because I didn't have the surgery, he had the surgery, you know, so they won't talk to me at all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And so, um, it's just a little frustrating, so I don't even know if we'll ever get that bill and I don't know if they pay for most procedure, the hospital stuff or not, but I just can't, we can't get them to send it to us when they say they do, but it's, it never makes it here, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's funny how, how theirs just hasn't made it. But the doctor's bill that's, that's at a building just around the corner, we got theirs right away, you know, so.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know, but um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, I do show that that one did come through also and.
[CUSTOMER][NEUTRAL] Anyway, so,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So at this point we just wait 7 to 15 business days is how long it takes to process the claim because you did it in the online service center. If there's any additional information they're needing, they'll, um, they'll uh contact you through the online service center and let you know what that is and if you have questions about it, you know, you can always pick up the phone and call us and we'll, we'll look at it for you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, good deal.
[CUSTOMER][MIXED] Well thank you so much. I, I appreciate it. It's just, uh, I'm just too old. I'm too old for this. I just do make the copies and you know, and send them in or whatever, but I know they don't like to send the checks because one time they did send the checks here once to send a check, and I think we had to wait like a month or something or I don't know if it was y'all or the insurance company. Our mail isn't the greatest here though, you know, I mean, it's not and we're in the middle of the city, so I mean it's, we're not in a small city but.
[AGENT][POSITIVE] Oh, well, you're very welcome.
[CUSTOMER][NEUTRAL] I don't know who, who knows, you know. So we don't, we just kind of get tired of, tired of dealing with the, with that other, you know, so with the post office and but most everything comes, but I don't know, it's kind of frustrating, but
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I can only imagine. OK.
[CUSTOMER][NEGATIVE] OK, sorry, you have to hear old people complain, but I just wanna make sure that, you know, computers that so much has changed on all this downloading and uploading even, I mean, since, and I've only been retired 10 years, but my [PII], it's so hard now, you know.
[AGENT][NEUTRAL] No, it's OK. No, I don't.
[AGENT][NEUTRAL] I know it is, it is, there is so much to it, but the kids know like the back of their hand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Oh yeah, my grandkids do too. They, that's what something is they can, I, I, you know, 7th graders and 8th graders have to help, help me, you know, I mean. But yeah, you have even a little, even a little 3rd graders pretty darn good on the phone, you know, on how to do their phone. But thank you so much. I just wanna make sure they made it where they were supposed to be. OK, thank you. I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, they are.
[AGENT][NEUTRAL] Yes, ma'am, they did.
[AGENT][NEUTRAL] They sure did, and Ms. [PII].
[AGENT][POSITIVE] I hope you have a wonderful [PII] and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.