AccountId: 011433970860
ContactId: 0713e2fa-eab7-4d5f-9f98-75934e3cea32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318529 ms
Total Talk Time (AGENT): 175954 ms
Total Talk Time (CUSTOMER): 104416 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0713e2fa-eab7-4d5f-9f98-75934e3cea32_20250306T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, Ms. [PII]. Uh my name is uh [PII], uh.
[CUSTOMER][NEUTRAL] And my account number is [PII]. I just got a letter in the mail from y'all said I need y'all need some more stuff for me and it was, I just got, it was mailed out on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Can you please verify your
[AGENT][NEUTRAL] Her address for me sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, thank you and then your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also would you please verify your email and your um phone number sir.
[CUSTOMER][NEUTRAL] That should be [PII]. And what else you say, ma'am?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you I appreciate you verifying that information.
[AGENT][NEUTRAL] And is that phone if we get disconnected a good number to call you back on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now you said that you received a letter and the letter is dated on what date, sir?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] I just got the day yeah, I'm gonna play with.
[AGENT][NEUTRAL] You said you received the
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The letter just as she got in the mail. But y'all mail, y'all mail out the [PII].
[AGENT][NEUTRAL] What day
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me look and see why they mailed that.
[CUSTOMER][NEUTRAL] But I did send you some stuff over 2 weeks ago, 1 week ago.
[CUSTOMER][NEUTRAL] That y'all needed.
[AGENT][NEUTRAL] Yeah, I do see that we received, yes, we received information um from you. It says insured submission on [PII] and it's still in progress now um it looks like that letter was sent the same day that you submitted your information if the letter was date the same day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So it probably just crossed in the mail, Mr. [PII], um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I do show we have information that was sent in also on that day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how long will it take now if I hear anything back from y'all?
[AGENT][NEUTRAL] Um, from the day that we received the information, which would be in the [PII], it'll take 7 to 10 business days. That doesn't count the weekends for them to process the claim.
[CUSTOMER][POSITIVE] So that'd be like next week somewhere for my help go actually.
[AGENT][NEUTRAL] Yes sir, yes, I'd wait until the end of next week and go ahead and call us and see um the status of your claim at that time.
[CUSTOMER][NEUTRAL] Will y'all mail me out anything?
[AGENT][NEUTRAL] If we need more information we will um but if everything is needed for to be able to process the claim then you'll just get um confirmation that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the claim has been processed.
[CUSTOMER][NEUTRAL] OK, another thing, I, I just left it. I just got back from there. I got to see the uh radiation doctor that's gonna do the treatment for me. He said might had to, uh, end up doing also radiation with the, what's the one they call you, you take the pill or take a shot once a month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Homonial, no homonal.
[AGENT][NEUTRAL] Uh, chemotherapy?
[AGENT][NEUTRAL] Oh, hor, OK.
[AGENT][NEUTRAL] Yes, sir. I am.
[CUSTOMER][NEUTRAL] Is that included in there with the cast insurance too?
[AGENT][POSITIVE] Yes, I will make sure you should send that information also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Anything that you have that pertains to it, always send it in with your claim because every little bit helps for you and if it's not something that's covered then it didn't hurt anything because at least you got it in for the things that are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK then. So fax that OT out too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Yes, ma'am, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] No, that's all I would, but if I do receive anything, you know how much you if I do receive any money, you don't know how much it would be.
[AGENT][NEUTRAL] No sir, I can't give that information until they finished processing the claim because it goes by everything that you've had done and the procedure codes and all all that could all be different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, another thing I'm gonna ask you if I do get, that'd be mailed out to me, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I receive any money or checks that that that be mailed.
[AGENT][NEUTRAL] Uh, have you
[AGENT][NEUTRAL] Let me look and see. Yes, sir. I don't see that you're set up for direct deposit. So yes, sir, that would be mailed.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. You have a good day.
[AGENT][POSITIVE] You too [PII] you take care sir thanks for calling APL.
[CUSTOMER][NEUTRAL] You too, man.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.