AccountId: 011433970860
ContactId: 14e62415-f770-48de-89a3-dca9d606cfb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269380 ms
Total Talk Time (AGENT): 117360 ms
Total Talk Time (CUSTOMER): 91129 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/14e62415-f770-48de-89a3-dca9d606cfb3_20250129T15:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII]. um, I need to check on my wife's, um,
[CUSTOMER][NEUTRAL] Cancer policy to see when these things are gonna be reviewed.
[AGENT][NEUTRAL] OK, yeah, let me
[CUSTOMER][NEUTRAL] On the bill production.
[AGENT][NEUTRAL] Let me take a look at that for you. Do you mind if I have that policy number, sir?
[CUSTOMER][NEUTRAL] Um, it is 253-325-5.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Just one second while I get all of it up for you.
[CUSTOMER][NEUTRAL] 11
[AGENT][NEUTRAL] All right, thank you so much for your patience and would you be able to verify for me um both your wife's first and last name and your first and last name?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Wonderful and could you verify for me please Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Sorry, we do have just a couple more things to verify one second if you could verify for me that.
[AGENT][NEUTRAL] Um, mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then just two more things, um, one is that email address on file and the last would be the phone number, sir.
[CUSTOMER][NEUTRAL] Uh, the email.
[CUSTOMER][NEUTRAL] Um, I believe it's my wife's [PII].
[AGENT][POSITIVE] Wonderful, thank you.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Um, yeah, that was it. I'm sorry. And then just that phone number on file.
[CUSTOMER][NEUTRAL] Um, I don't know if it's mine or hers, but [PII] is [PII]'s.
[CUSTOMER][NEUTRAL] But I think the one you have on file is [PII].
[AGENT][NEUTRAL] It's not that.
[AGENT][POSITIVE] Perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Which is not that.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Perfect, thank you, thank you. So I do see that we received all of your documents. It looks like.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, a handful of them on the [PII] and that last one yesterday, um, and I do show that they are in queue to be processed, but they have not quite been processed yet.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, the typical turnaround time on a claims for the cancer policy is about 15, um calendar days or 10 business days. Um, so hopefully.
[AGENT][NEGATIVE] Because they've already been queued and like assigned out to be processed um.
[AGENT][NEUTRAL] You'll be able to fall within that 10 to 15 day range.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I guess I'll continue to wait and dang.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I guess we'll just wait. There's nothing else I can do. I've complained and fought and argued and all that with this cancer policy. It's unreal.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm really sorry. Yeah, it just takes a little while for them to be able to um look at all of the documents and and go through the the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm, that's fine.
[CUSTOMER][NEUTRAL] She'll probably be
[CUSTOMER][NEUTRAL] Passed away before it all pays, but I'll keep looking at my portal. I guess it'll tell me when it's being reviewed from the portal. I've emailed people.
[AGENT][NEUTRAL] The portal will tell you as well and you can sign up for text messages so you can get like a text message to alert you um when a claim's been processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][POSITIVE] Sounds good. Thank you.
[AGENT][POSITIVE] My pleasure, [PII], thank you so much and you have a fabulous day.
[CUSTOMER][NEUTRAL] Yeah