AccountId: 011433970860
ContactId: 0d4e9982-e4e4-4b1b-9159-8fbd49fe7785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 767700 ms
Total Talk Time (AGENT): 240797 ms
Total Talk Time (CUSTOMER): 249406 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0d4e9982-e4e4-4b1b-9159-8fbd49fe7785_20250324T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I was calling because um I have sent in a claim for my husband. Um, I sent in quite a few for the wellness and I also filed a cancer claim cause he was diagnosed with cancer.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the claim, when you, when I did the claim, it said to upload the um pathology report. So I did, well, he, he was paid for, he got paid for everything except for the cancer policy one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and I'm not sure, you know.
[AGENT][NEUTRAL] Alright, I can check on the claim status for you. Can I please get um your callback number just in case our call gets disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[AGENT][NEUTRAL] OK. And then what is the policy number for the cancer?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK, I'm trying to.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEUTRAL] Yes, I'm trying to pull it up now. I had it up and then it, I think it's 1415882.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] And I was trying to pull up that claim.
[CUSTOMER][NEUTRAL] Number, it came up and then I lost it, but I'm trying to pull it back up.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get him for a second.
[CUSTOMER][NEUTRAL] Uh, just a minute, let me.
[AGENT][NEUTRAL] OK. That, that number you gave me was his group critical illness. So let me look and see if I could find a cancer policy for him.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, his critical illness has a cancer policy writer, so I don't know if that makes a difference.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Yes, it does. And is, um, [PII] there for me to talk to to get the consent to discuss his policy with you?
[CUSTOMER][NEUTRAL] Yes, he is. I, I wasn't sure I had to since I was going there with him, but hold on one second.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, they need consent to talk to me. This is the insurance company. Your insurance company. Hello, how are you doing?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you doing today, sir?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need your consent to um be able to speak with Ms. [PII] about your, your policy and your uh claim. Can I get you first though to just verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your address, phone number, and email address for me, sir?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your street address?
[CUSTOMER][NEUTRAL] Yeah, what
[CUSTOMER][NEUTRAL] Uh [PII], and your date of birth?
[AGENT][NEUTRAL] And then one last verification, your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate it. Is it OK if I speak with Ms. [PII] about your claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you for giving me consent. You have a great rest of your day, sir.
[CUSTOMER][POSITIVE] We'll get the mail. He said thank you.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, let's look on here and see.
[CUSTOMER][NEUTRAL] OK. Get it now.
[CUSTOMER][NEUTRAL] I need it for her.
[CUSTOMER][NEUTRAL] No, I was trying to pull it up. I'm sorry. I got off the computer.
[AGENT][POSITIVE] That's OK, take your time. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I guess the claim number.
[CUSTOMER][NEUTRAL] That it went up on was um 357-703-3.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see where you said the claim was paid. Uh, it does have a remark on here, um.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, all the, the wellness claims were paid the $50 a year, but not for the cancer write of policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So I'm showing a remark on here that um
[AGENT][NEUTRAL] That's for critical illness though. What I'm gonna do is I am going to
[AGENT][NEUTRAL] Put in a request.
[AGENT][NEUTRAL] For somebody from the claims department to call you back and go over the claim with you so you can directly tell them that you were filing for the cancer part of the claim because what I'm seeing is for critical illness that was on the remarks and then just where they paid the wellness claims. So I'm seeing the same thing you're seeing, but we, you need further questions answered so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there are questions that I can't answer for you because I can only say how the claim was processed, so let me put you on a quick hold so I can um make sure that somebody gives you guys a call back and goes over the claim with you, OK? It's gonna be a quick hold. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3179.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I appreciate that. I've got that hub request in now for somebody from the claims department to give you a call back, and they should be returning your call within 24 hours.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and um, you don't know like, cause my phone screams like calls because I get so much, um, you know, scam calls, so you don't know a number that they will be calling from, do you? So I can make sure I have it in my phone, you know, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No ma'am I'm sorry we have so many people in the claims department I wouldn't be able to tell you what number it would be from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[AGENT][POSITIVE] OK. You're very welcome. Is there anything else?
[CUSTOMER][NEUTRAL] Oh right, and then let me, one more question. Yeah, one more question. Is there like a different, and I don't know, you might can't answer this either, a different uh way to file that claim?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Then the way that I did it, or
[AGENT][NEUTRAL] you can only do it through the online service center. You can um mail the claim in with all the paperwork and the claim form and documentation, or you can fax the claim in. Those are the three ways.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I, well, that's what I did do the, but every time whenever I call, they always say that I have the critical illness, not the cancer policy, but it's a rider, so I didn't know if it was a different way to do it because it's a rider or.
[AGENT][NEUTRAL] Right, right, and there may be, I mean the claims department when the examiner calls you they can let you know that um because I just put in the, I just put in the um hub request that you had more questions after I read the remarks to you and that you have more questions about the claim and for them to please return your call so you can ask any questions you want to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And then the remarks, they don't say anything about that particular claim, right?
[AGENT][NEUTRAL] No, ma'am, I didn't see that.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you guys have a great rest of your day and thank you for calling APL. Is there anything else before we go that I can help you with?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.