AccountId: 011433970860
ContactId: 091da0f6-5f3a-4d06-97b7-e6dd509466aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259178 ms
Total Talk Time (AGENT): 99740 ms
Total Talk Time (CUSTOMER): 121423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/091da0f6-5f3a-4d06-97b7-e6dd509466aa_20250131T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. Uh, this is [PII]. Uh, may I give you my Social Security number because I don't have my claim number in front of me right now, please.
[AGENT][NEUTRAL] Yes, may I have your social please?
[CUSTOMER][POSITIVE] Thank you. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you verify your date of birth and the mailing address please?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And I do need to verify the email address and also get a callback number.
[CUSTOMER][NEUTRAL] Certainly it's [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. How may I assist you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The reason I'm calling is that you know um about 3 or 4 days ago I, I sent in the required information that was the only thing that was missing on on my on my claim for processing. Is there any way that someone can maybe speed this up a little bit because it mean I know there's no guarantee of payment, but if, if it could be set up a bit so that it can be processed, I would really appreciate it please.
[AGENT][NEUTRAL] OK, they're normally done per whoever pulls it because it takes a total of 7 to 10 business days, so it's really not a guarantee on the examiner pulling that claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, that's the thing about it. I mean they, they processed it almost immediately when they received it, but unfortunately I, I, I didn't have the explanation of benefits until recently.
[CUSTOMER][NEUTRAL] I mean there's no one that can maybe send an email to the examiner or to any examiner or the chief examiner or the manage uh claims manager to see if someone can please just look at it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It we're, it's showing that we received it on the [PII], so it's like I said, we don't, we can't send it to a specific examiner. They're gonna automatically pull them out the queue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And yet can you tell where in the queue I'm in?
[AGENT][NEUTRAL] We just received it on the [PII] and today is the [PII], so it's a possibility it may get processed today or it could be processed Monday. It's just not a guarantee, so that's why we give you 7 to 10 business days as the time frame on processing the claim.
[CUSTOMER][NEUTRAL] The lady told me
[CUSTOMER][NEUTRAL] And there's no manager there that can that can take a look at this.
[AGENT][NEUTRAL] We don't, we don't request for a manager to tell us to pull a claim they're done in date order.
[CUSTOMER][NEUTRAL] But I'm sure that if a customer request it.
[AGENT][NEUTRAL] So it could be
[AGENT][NEUTRAL] No, because it could be that we have claims out there for the [PII], so we're not gonna go in there and pull claims out from the [PII], and we have 2-seven out there to process.
[CUSTOMER][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] Do you, so you still haven't processed the [PII] yet?
[AGENT][NEUTRAL] That's not what I'm saying it's done by date order. I can't pull up the queue to see what's in there to be reviewed.
[CUSTOMER][NEUTRAL] Can you tell?
[CUSTOMER][NEUTRAL] So you can send an email to to someone in charge saying listen you have a customer that would like to see what they can do to expedite a claim.
[AGENT][NEUTRAL] Our turnaround time is 7 to 10 business days, so that is the way that we go. We can't guarantee that it will be done within 1 to 2 business or per your request. That is our turnaround time 7 to 10.
[CUSTOMER][NEGATIVE] That can't be done.
[CUSTOMER][NEUTRAL] Ma'am, are you in a in a call center right now by any chance?
[AGENT][NEUTRAL] No, I'm not.
[CUSTOMER][POSITIVE] OK, I'm gonna call back and speak to someone else, right? Thank you so much.
[AGENT][POSITIVE] Thank you.