AccountId: 011433970860
ContactId: 086e1194-1e03-450e-85b1-7fb9a5aa7a6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 627799 ms
Total Talk Time (AGENT): 199942 ms
Total Talk Time (CUSTOMER): 257282 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/086e1194-1e03-450e-85b1-7fb9a5aa7a6f_20250421T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. My name is [PII] and I um was on hold twice while they were checking stuff, and both times I got cut off or disconnected or whatever. But I was calling again because I
[CUSTOMER][NEUTRAL] Um, sent in a cancer claim for my husband back on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, they asked for a physician statement, so I sent that on [PII]. So, like, I know that it takes a long, it takes a longer to when you have certain claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But this is like ridiculously long. So the young lady that I was speaking to just now that uh put me on hold cause she was gonna call over to the claims department, um said that Doctor [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was under review with Doctor [PII] or whatever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I mean, like, there's gotta be a timeline for Doctor [PII] to review claims. I mean,
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, do you remember who you were speaking with?
[CUSTOMER][NEUTRAL] I don't know what her name was. I can't remember.
[AGENT][NEUTRAL] No, OK, that's OK.
[AGENT][NEUTRAL] Um, what is the policy number?
[CUSTOMER][NEUTRAL] It's 1415882.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like you spoke to [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't know. Like I said, I spoke to two different people. The first time I called, I got disconnected. I called back again and I was on hold while she was checking something just now. I got disconnected again and I never got a call back, so I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just a minute. I'm gonna read her note that she left really quick and see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What was going on?
[AGENT][NEUTRAL] OK, so it says that she was on the phone with claims and claims confirmed that there was no turnaround.
[AGENT][NEUTRAL] So they just confirmed what um I think she she stated you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, well, I mean, that's just ridiculous.
[AGENT][NEGATIVE] Yeah, I, I get it. It's frustrating, um.
[AGENT][NEGATIVE] Unfortunately, our hands are tied. I can't, yeah, I can't, I wish I could push this along. Um.
[CUSTOMER][NEGATIVE] It is frustrating.
[AGENT][NEUTRAL] But you could try calling back next week and see if this.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, it's gone through yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, well, who do you file complaints to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you know, I'm not sure. Hold on.
[CUSTOMER][NEUTRAL] My other insurance company.
[CUSTOMER][POSITIVE] No problem. It was, uh, I, I mean, it didn't take 2 weeks.
[CUSTOMER][NEGATIVE] I had, because I sent in all the paperwork. No problem, but this right here is ridiculous.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, cancer claim forms and there's so much to um the cancer policies that it just takes a little bit longer than others.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, and, and I mean I get that, but like I sent in this same cancer form to another insurance company, and it, it was, it, I mean, you either you have cancer or you don't.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEGATIVE] And who wants to be dealing with this when they got all these bills coming in, you know, that stuff ain't cheap.
[AGENT][NEUTRAL] No, I know. That's the last thing that you need.
[AGENT][NEUTRAL] Um, let me see if my manager is available. Would you like me to transfer her over to you?
[CUSTOMER][NEGATIVE] I, I don't care. I mean, yeah, I probably get disconnected again or I never get a call back. I want that time I called before, they said it was gonna have someone from the claims call me back. Well, guess what? I'm still waiting on that call. It's been a month now.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] They haven't called you? Oh my gosh, I'm so sorry. OK.
[CUSTOMER][NEUTRAL] So, I mean,
[CUSTOMER][NEGATIVE] So like I, I just lost all and we had this insurance for 7 years. We've been paying this insurance and I gotta go through this.
[AGENT][NEUTRAL] Yeah, I get that. Let me message my boss and see if she's available. Um, that's not OK. Hold on.
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'm so sorry that you were going through this.
[CUSTOMER][MIXED] Well, I appreciate it, and I know it's not your fault or anything like that. I don't mean to lash out at you. I'm just, it's just frustrating when you got so much to deal with. You got a life changing event that you have to get used to, and then on top of all of that, you gotta deal with this kind of stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Yeah. Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it looks like she's in a meeting right now, um.
[AGENT][NEUTRAL] Yeah, so it looks like it's still in the process.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I mean, it could be in a process for 5 years. If, I mean, there's no, if there, I mean, there just, just because it's on a doctor's review doesn't mean there shouldn't be a cutoff period. You, you, I mean, you just don't decide, you just do it when you do it. It, it, I mean, that's ridiculous.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You shouldn't have that much control over a policy that we've been paying for for 7 years.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'm, I agree.
[AGENT][NEUTRAL] Um, what is, so what is a good callback number for you? Um, I will, I'm gonna send it over to my manager and I let her know the situation and, uh, she's very adamant about, you know, that not being OK and, you know.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] We call people back and, you know, we don't hang up either. Um, what is your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Yeah, I'm sorry this is taking so long. Yeah, of course. Um, I'll give her.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] And I mean, I, you know, and I, I do, I mean granted, I understand it would take longer, but then when you get to the point where it's under review for a position and there's no timeline, I have a problem with that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This still should be a timeline. I mean, this is over a month from the initial claim now. This is a little bit much.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, OK. I'll let her know that you need a timeline um on this.
[CUSTOMER][NEGATIVE] I mean, cause if he sent paperwork to my doctor's office, then I need to know that because they're not the quickest either. They lost my paperwork 3 times before I got it. So I need to be able to call them and say, did you get the paperwork? It needs to be done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00, no.
[CUSTOMER][NEUTRAL] Like,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You know, when it's not your problem or your issue, you tend not to care as much.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, yes, but you're, I mean, in this case, you're dealing with someone's life, you know, and
[AGENT][NEGATIVE] I understand that's, that is frustrating.
[CUSTOMER][POSITIVE] All right. Well, thank you so much.
[AGENT][POSITIVE] OK. You're welcome. I'm so sorry about this. That's not, that's not how.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] React. OK.
[AGENT][POSITIVE] Well, I'll give her your phone number. OK. Thank you. Have a good day. OK, bye.
[CUSTOMER][POSITIVE] Yeah, all right, thank you.
[CUSTOMER][NEUTRAL] OK. Uh-huh. You too. Bye-bye.