AccountId: 011433970860
ContactId: 056fcc73-5752-40e8-b87d-990df9bebd2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382390 ms
Total Talk Time (AGENT): 88987 ms
Total Talk Time (CUSTOMER): 227006 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/056fcc73-5752-40e8-b87d-990df9bebd2f_20250625T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good thanks how are you?
[CUSTOMER][NEUTRAL] I'm OK. Um, I have a member on the line that she's a little bit upset because she says that somebody's trying to call her and every time she answers the phone, she get hang up. Um, I see a note here that it looks like we requested a call back.
[CUSTOMER][NEUTRAL] From the claims from the examiner. Um, so I'm thinking that's who's trying to call her, but I don't have any notes, so I'm not sure and she's really upset because she said she was reading about a um a call about her claim.
[AGENT][NEUTRAL] OK, um, do you have, you said that there's no notes of who called her?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't see a note that who called her. I don't see the note indicating that um somebody called her today. The only thing I see here is a request for a call back.
[CUSTOMER][NEUTRAL] For the examiner to call her back.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's 633-189.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's that's who's on the phone.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, and what was the callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm sorry, I got [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, uh let me pull up her information. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I'm ready for her.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes. Have a good time, Ms. [PII].
[AGENT][POSITIVE] Thank you too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding patient for Ms. [PII]. I got Ms [PII] on the line. She's in the claims department. OK, darling. Thank you. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII] and how can I help you today?
[CUSTOMER][NEGATIVE] Yeah, well, let me, let me introduce you to why I called in the first place. I really had no intention of calling today, but I've received two phone calls from your company from two separate phone numbers, and the minute I picked them up, they hung up both times this morning, OK? So that's just weird. One was the [PII] number and one was a [PII] number.
[CUSTOMER][NEUTRAL] But while I've got you on the phone, I need you to check and see what what uh I've I've been having some problems and I don't mean problems per se but things have just not been working quite as well as I had expected uh we were looking for I'm looking for an initial uh a payout for an initial diagnosis, OK? And I talked to uh one of the young ladies Monday.
[CUSTOMER][NEGATIVE] And uh there were some notes taken and y'all have all the paperwork uh and I'm just trying to follow up with that. I actually am looking at the paperwork from Baptist uh Anderson Regional Hospital and it's on, it's dated 24-25 and it's page 30 and 31 I think is the paperwork y'all are looking for and I don't understand why it's so hard to find.
[CUSTOMER][POSITIVE] Y'all have exactly the same paperwork I do exactly.
[AGENT][NEUTRAL] Uh, yes. So, yes, I do see that there was a recent claim that was processed and it looks like it's due to be released today for your lump sum benefit for the cancer policy, um, for the CLS policy. So that's probably why the adjuster was trying to give you a call. Um, and I do see a note in here that um they did attempt to call twice, but then they said the line hung up, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I guess there must have been some disconnection or something on the end. I'm not sure what happened as I, I do apologize for that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That's amazing. That's amazing cause I.
[CUSTOMER][NEUTRAL] I tried to I tried to pick up, I mean, and I was sitting here right with the phone, so I picked up almost immediately and both of them hung up. Uh, the minute I picked up the phone hung up, so, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Uh, and I'm talking to everybody else today, so y'all may wanna check your phones, right, so you're telling me that it, it should, it's being pro probably being processed today?
[AGENT][NEUTRAL] Yes, it looks like it's, it's being finalized today and that that that was the reason for the call that that the adjuster was trying to give you um uh an update on your claim for you, uh, so yes, mhm.
[CUSTOMER][NEUTRAL] According to your notes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, can you get, uh, this is just out of passing because I am gonna be out of town so, uh, to go get chemo. Uh, uh, about when will that be mailed, do you think? That this is just, I'm trying to, if I need somebody to check the mail that those days. That's all.
[AGENT][NEUTRAL] Sure, so it should be, it should go out in the mail either today or tomorrow at the latest.
[CUSTOMER][POSITIVE] OK, so that would be Wednesday or Thursday, and I'll be lucky if I get it before the weekend with the way the mail works nowadays. OK. All right. That, that answered that part of the question. I was just trying to make sure. OK, thank you so very much, darling. You answered my question and I'm all good now.
[AGENT][NEUTRAL] Uh, sure, Ms. [PII]. Was there anything else I could do to help you today?
[CUSTOMER][NEGATIVE] Not at all. Like I say, I really wasn't even planning on calling and then I thought, well, there was a phone call, there must have been something I needed to know.
[CUSTOMER][POSITIVE] All right. Thank you, dear.
[AGENT][POSITIVE] Oh sure, thanks for calling AP. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Mhm bye bye.