AccountId: 011433970860
ContactId: 039d24cc-0f3f-4de0-a628-1f256a776edb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425820 ms
Total Talk Time (AGENT): 153514 ms
Total Talk Time (CUSTOMER): 199605 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/039d24cc-0f3f-4de0-a628-1f256a776edb_20250207T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. This is [PII] and I was calling to uh see what the status of our um application was.
[AGENT][NEUTRAL] OK, was this for a claim or?
[CUSTOMER][NEUTRAL] It, it is, yeah.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It looks like 349-983-7.
[AGENT][NEUTRAL] Mm let's see, it sounds like a claim number. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do uh [PII] and I see the policy number up here now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you showing 417,340?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] 417. Yes.
[AGENT][NEUTRAL] OK, give me one quick moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And this is for Mr. um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], my computer is slow. [PII], let's see.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I'm slow too.
[AGENT][NEUTRAL] Oh, it's not me, it's a computer.
[AGENT][NEGATIVE] My fingers are slow for sure.
[CUSTOMER][NEUTRAL] That's what we always say.
[CUSTOMER][POSITIVE] I've been baking all morning. I've just took out two loaves of cheese bread, sugar, uh, getting ready to roll out the sugar cookies.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Yum.
[CUSTOMER][NEUTRAL] And chocolate chip oatmeal pecan cookies.
[AGENT][POSITIVE] Oh my, that sounds good.
[CUSTOMER][POSITIVE] Thank you. If you were close, well, if you were close, I'd certainly drop by and give you some.
[AGENT][POSITIVE] We need to send some our away, Ms. [PII]. That sounds delicious.
[AGENT][POSITIVE] I appreciate it. That sounds great.
[CUSTOMER][NEUTRAL] I'm in [PII]. Are you in the [PII] City?
[AGENT][NEUTRAL] Oh, no, ma'am. I'm in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I wait
[CUSTOMER][NEGATIVE] I can't make it that far.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Let's see. Well, we have our home office in [PII], but I'm not sure um how far it is from you. But um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, oh, go ahead.
[AGENT][NEUTRAL] It looks like on his claim they were.
[AGENT][NEUTRAL] Um, like itemized billing. Uh, did he receive chemo or have surgery?
[CUSTOMER][NEUTRAL] Yeah, and I submitted all that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they told me they had to have an itemized bill. I called the hospital and they said they were faxing it to them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And when did, uh, they said it was faxed to us cause I don't show anything recent.
[CUSTOMER][NEUTRAL] I think it might have been.
[CUSTOMER][NEUTRAL] In January, uh, I've written down here, [PII], uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 113 25.
[CUSTOMER][NEUTRAL] And I called the hospital and they said I would submit everything and I took the fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] Don't tell me
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. I don't show we received anything. Um.
[AGENT][NEGATIVE] I can only suggest that they resubmit to our office. I don't show it's been received.
[CUSTOMER][NEGATIVE] That is irritating as everything.
[AGENT][NEUTRAL] Oh, I understand, yes ma'am.
[CUSTOMER][NEUTRAL] And the I called not too long ago. Uh, part of the money is going to my stepchildren.
[CUSTOMER][NEUTRAL] And I, the stepdaughter, she could really use the money and I just keep saying, hold on, and I'll find out. So this is my call.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To find out, do I need to call the hospital again?
[AGENT][NEUTRAL] Unfortunately, yes, ma'am. I would say to contact them again, let them know that uh the insurance company hadn't received the billing and if they can resubmit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh this is so frustrating. OK, well it's not your fault. I will, so what does it say uh on the bill that they're just waiting or on the claim that they're just waiting for that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. So once it's received, then I can go ahead and finish completing the process. So it's just in a pending state until it is received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I will, and should they fax it to this number, the [PII].
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK, it it to that number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK. I've got everything. I am going to call them again. I'm so frustrated. I can just scream.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. And once they fax it, if they can um give a confirmation time and date, we can definitely, if it's sent and um if it shows in our system we haven't received yet, we can kind of look and see if the claim has been recently received. So if they can submit that to us if they need to call and make sure we received it, they can.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I certainly will. I'm going to call them again. I'm not gonna offer them cookies and I could just drop by there with a boatload of them, but I'm not going to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Uh, I am going to call them again with the find their number and uh.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] Te[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I appreciate you so much. Thank you.
[AGENT][POSITIVE] You are welcome and you have a great weekend, Ms. [PII].
[CUSTOMER][POSITIVE] You have a blessed day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.