AccountId: 011433970860
ContactId: 1030249a-b836-45a1-bfd8-f395eb29a022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513097 ms
Total Talk Time (AGENT): 225812 ms
Total Talk Time (CUSTOMER): 216603 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1030249a-b836-45a1-bfd8-f395eb29a022_20250319T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII], my name is uh [PII] and my account number is [PII].
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] OK, thank you, sir. Let me go ahead and pull up your policy real quick.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII], ma'am.
[AGENT][NEUTRAL] What did you say, sir?
[CUSTOMER][NEUTRAL] Uh, you said Mr. [PII].
[AGENT][NEUTRAL] Oh, OK, you gave me policy number 2,566,080?
[CUSTOMER][NEUTRAL] No, 256-603-0.
[AGENT][NEUTRAL] 22,566,030. OK, let me try that one. We'll, we'll try this again.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, OK, no problem, ma'am.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][MIXED] No problem. Then one of them days about it, but I respect it.
[AGENT][NEUTRAL] Yes, sir. Yes, I've got you pulled up now, Mr. [PII]. What is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you give me your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] phone number [PII] mailing address [PII].
[AGENT][POSITIVE] OK, thank you, sir. I appreciate you verifying your policy. How can I help you today?
[CUSTOMER][NEUTRAL] OK, uh, yeah, cause they keep saying I did all the paperwork. I send y'all stuff [PII], and then I did some two weeks ago, a week ago back here on [PII] and [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're talking about a claim, sir?
[CUSTOMER][NEGATIVE] Did y'all get off
[CUSTOMER][NEUTRAL] Yes ma'am. Did y'all get all that paperwork?
[AGENT][NEUTRAL] Uh, let's see, the, uh, let me look over here real quick. We received, I do see where you sent things in on February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and then again on [PII], I'm sorry, [PII] and then the last submission we received was from.
[AGENT][NEUTRAL] [PII] and that um is still in progress and being reviewed by the examiners.
[CUSTOMER][NEUTRAL] OK, you know how long it takes, ma'am.
[AGENT][NEUTRAL] Uh, from the day that you send it, it takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] So basically it when I sent the last one on the [PII] you said?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So you got for the [PII] and [PII] so that'll be like next month, I guess.
[AGENT][NEUTRAL] Right, you're gonna need to go 7 to 10 business days from the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] So y'all do have everything y'all need.
[AGENT][NEUTRAL] Uh, I'm not a claims examiner and can't see the information that you've sent in, uh, but if there's anything that they do need further, they will, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They will let you know they'll send you a either a letter or if you did through the online service and they'll they'll send it through there for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] OK. Yeah, I tried, I guess that, but it won't let me use my password keep kicking it out like it's wrong or something.
[CUSTOMER][NEUTRAL] So and then they asked me to call this number and it's hard for me to go and look at. I did and it, it kept, kept getting, yeah, it kept giving me y'all, uh, let me, let me hold on, let me try it again. Hold on, just give me a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, reset your pass.
[AGENT][NEUTRAL] But yeah, but you did?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][POSITIVE] And I'll get in there too while you're in there and see if there's anything I need to fix for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, it's secured, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is the website.
[CUSTOMER][NEUTRAL] OK, I got that pulled up here. Let me see.
[AGENT][NEUTRAL] And our company
[CUSTOMER][NEUTRAL] I just my AP your license.
[AGENT][NEUTRAL] It's doing what, sir?
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] That's not it. I wanna go to. I think this is it.
[CUSTOMER][NEUTRAL] OK, I'm in. Let me log in. You still there, ma'am?
[AGENT][NEUTRAL] Yeah, I'm still here. I'm listening to you, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause my username should be [PII], right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh, that's backwards. OK, hold on, let me see here. Hold on, hold on, wait.
[CUSTOMER][NEUTRAL] And all caps, I just, it's all caps one.
[AGENT][NEUTRAL] And it's all capitalized, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me do it again. Hold on, give me a second, ma'am.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Let me try this.
[CUSTOMER][NEUTRAL] Password again, I used to use.
[CUSTOMER][NEUTRAL] One in one work.
[AGENT][NEGATIVE] You're putting in the wrong username.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, there it is, it came up now.
[AGENT][POSITIVE] Awesome. Now,
[CUSTOMER][NEUTRAL] Now what, how do I look for something? Upload file, file a claim, which one did I check?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You're gonna check your claims.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Once you get in there because that's what.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. For your, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] For your cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I see something uh.
[CUSTOMER][NEUTRAL] [PII] [PII]. 1 23[PII].
[CUSTOMER][NEUTRAL] Do you see that in there?
[AGENT][NEUTRAL] I see um that you have.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] On [PII], 18th, [PII], and [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is, um, days that claims are the submissions that you made were processed asking for more information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So which one do you need more information on?
[AGENT][NEUTRAL] Uh, that, let me look at that real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see what you're saying.
[CUSTOMER][NEUTRAL] Slow dying.
[AGENT][NEUTRAL] They're, um, they have been requesting medical records.
[CUSTOMER][NEUTRAL] OK, y'all never got the medical records.
[AGENT][NEUTRAL] Um, from
[AGENT][NEUTRAL] Right, and then let's also look and see if there's anything else.
[CUSTOMER][NEUTRAL] I did the medical records on the uh.
[CUSTOMER][NEUTRAL] Well, I know in March. I did 1 [PII], [PII].
[AGENT][NEUTRAL] OK, so on [PII] is when we received the last submission and that's the information that they're reviewing now that's in progress that will take 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the [PII] you said?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So just count that then I should know something in the mail or y'all will call me.
[AGENT][NEUTRAL] Right, or you can look in that online service center and if any additional information is needed, they'll send it through there too.
[CUSTOMER][POSITIVE] OK. Well, I appreciate your help, ma'am. So I just gotta sit back and wait now.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. I'm sorry. It's, it's a process. It takes a while.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then. Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I just need to get this because I already got payment plan so I'm paying out of pocket like 104, 134 and I got a note I went there yesterday to have my treatment on the [PII] this month, and that's $4000 and that payment is up for two years and $168.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. I understand. It's a, it's, it's a lot of money.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I thank you, man.
[AGENT][POSITIVE] OK, thank you. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.