AccountId: 011433970860
ContactId: 1364f60e-e959-40c2-a02c-7054959fcb03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685609 ms
Total Talk Time (AGENT): 213023 ms
Total Talk Time (CUSTOMER): 239019 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/2025/04/16/1364f60e-e959-40c2-a02c-7054959fcb03_20250416T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] [PII], I'm beginning to believe that you're the only one working cause every time I call this queue, you're the only one that answers the phone.
[AGENT][NEUTRAL] No, actually, we do have a whole.
[CUSTOMER][POSITIVE] Yeah, don't, don't get me wrong. I don't mind listening to your little sweet voice, but
[AGENT][POSITIVE] Well, thank you. You're so sweet.
[AGENT][NEUTRAL] I seem like I get all the calls too uh sometimes whenever we get the call I have several people tell me that but believe it or not, we do have everybody on staff today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I hope all is well with you this morning. I have an insured on the phone. She's calling about an accidental policy now I could read stuff to individuals, but once they get to ask some questions that I have no answers for, I just transfer them to the correct queue. Let me know when you're ready for the policy number.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It is 254-585-1 for part two is the policyholder, she's calling about her spouse's claim.
[CUSTOMER][NEGATIVE] And we recently denied.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she submitted more information. However, I told her that we did receive the information on the [PII]. However, we have not processed it yet. It's waiting to, it's waiting in line to currently be processed, and she wanted to know when is it gonna be processed or did she have everything that they requested, so I have no knowledge of accidental information, so I have to transfer. So hopefully you can help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I will tell her the same thing you told her and I can't see the um information that has been sent in to know that we've got everything. We won't know that until the claim is processed, right?
[CUSTOMER][POSITIVE] Right, that is great.
[AGENT][NEUTRAL] OK, well, you can go ahead. What's your callback number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] So I can get her.
[AGENT][POSITIVE] I love you.
[CUSTOMER][NEUTRAL] She called yesterday about it. Somebody told her that we received it.
[AGENT][POSITIVE] Yeah, they do that a lot.
[AGENT][NEUTRAL] OK, policy is 254-585-1.
[CUSTOMER][NEUTRAL] 254-585-1. Do you know um yesterday someone called.
[CUSTOMER][NEGATIVE] And I think the fight be misleading.
[CUSTOMER][NEGATIVE] It be misleading. I'm sure because she called about a mailing claim and she said, um, and I'm gonna hurry up and say this. She said, well, they told me to request, they need to requested information from me. They told me to upload it and as soon as I upload it, they said that it'll be processed as soon as I hit submit. I said, well, unfortunately that website misleaded you because we have to receive it and upload it in the system in order to even be able to process it. So I do apologize for the inconvenience.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, yes. Well, I will, um, you can go ahead and release her and I'll do the best I can to answer what I can.
[AGENT][NEUTRAL] And she may have to wait for this to be processed and give it the time frame to be able to get.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] You coming to the office tomorrow?
[AGENT][NEUTRAL] Um, I think we are. I'm waiting for our supervisor to let us know which ones can come and which ones need to stay on the phone.
[CUSTOMER][POSITIVE] All right, well, if you do, I look forward to seeing you tomorrow. Yes, ma'am. Well, thanks. Have a good day.
[AGENT][POSITIVE] But if I do, I'll hug your neck.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][POSITIVE] Hello, Ms. [PII]. I'm gonna transfer you over to um to Miss [PII]. She's gonna assist you better. So thanks for calling APL and you have a great day, both of you ladies. Goodbye. Thank you. Hi, Miss [PII].
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], hey, good morning. So, um, she let me know that you were calling about the claim that was submitted for your spouse, is that correct?
[CUSTOMER][NEUTRAL] Hi, miss, [PII] miss.
[CUSTOMER][NEUTRAL] Yes, so when I submitted this claim, I wanna say about 2 weeks ago, they came back and wanted to discharge date, the admission in this, which was already on the paperwork. So when I called, I spoke to someone else in claims, and she said it sure is. She was like, I'm gonna put this through real quickly because they should have seen this, right? But
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's been a minute, so.
[AGENT][NEUTRAL] OK, let me look and see what we got going on.
[AGENT][NEUTRAL] I'm looking at the claim now.
[AGENT][NEUTRAL] It's got
[AGENT][NEUTRAL] That something was submitted.
[AGENT][NEUTRAL] On [PII] through the online service center and the claim is still in process at this time it's not been processed fully for me to be able to give information.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] It takes 7 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] OK, so I submitted, that's what I'm telling you. I submitted it like 2 weeks ago, right? And when I called, they were like, you didn't, you know, you didn't have any after they denied it. And so she was like, we need um admittance and discharge. And I said, it's already in there. And she said, she looked it up and she said, it is. I'm gonna tell them, put this claim through quickly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because they shouldn't have looked over this, but, of course, that didn't happen.
[AGENT][NEUTRAL] OK. All right. So,
[AGENT][NEUTRAL] I can't see the information that was submitted. I can only say how the claim was processed and at this time I'm seeing that it's still in progress, but what I can do is.
[AGENT][NEUTRAL] Get your phone number and I can make sure that we get a claim specialist to call you and go over the claim with you so you guys can discuss what you've sent in uh compared to what might still be needed if anything. Um, the phone number that I have that was given to me for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. I'm gonna put you on a quick hold so I can get this um
[CUSTOMER][NEUTRAL] OK, hold up, hold up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Request sent in for you to get somebody to call you back, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Miss [PII], thank you so much for holding for me. I just wanna let you know I've got that request in for you to get a call back and you should be receiving a call from somebody in the claims department, a claims specialist.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Within 24 hours.
[CUSTOMER][NEUTRAL] OK. Thank you. And what number did you, what number did you have, do you have?
[AGENT][NEUTRAL] I gave him the [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I didn't know whether I gave you my work number or not. All right, thank you so, so much. Has, has it been assigned one question, has it been assigned or are they working on it?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] They're working on it it's in progress at this time.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a good day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.