AccountId: 011433970860
ContactId: 16f1d61f-1514-4219-b140-9cccaac7ef8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353029 ms
Total Talk Time (AGENT): 175304 ms
Total Talk Time (CUSTOMER): 165673 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/16f1d61f-1514-4219-b140-9cccaac7ef8d_20250204T21:42_UTC.wav
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[CUSTOMER][NEUTRAL] I want, I want 2 bouquets, so I want.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], like 2 of each color with a football. Yes, I was calling about a claim from my husband, basically it was an appeal. His doctor had sent in some more information, and I was calling to make sure you guys have received it.
[AGENT][NEUTRAL] OK, and you said this is, you're calling on behalf of your husband, is that correct?
[CUSTOMER][NEUTRAL] Well, yeah, it's my policy, but it's a claim on my husband.
[AGENT][NEUTRAL] OK. And the doctor was supposed to be sending some additional information and you're wanting to see if that was been received? Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Are you OK?
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have it on hand.
[AGENT][NEUTRAL] OK, and the policy is in your name? What is your full social and I can try and locate it that way.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], just make it kind of like that and then I could lengthen it up for the floor, right? Make it short please.
[CUSTOMER][POSITIVE] So travel on my car, but I want it on. Yeah. You want me to put it in the uh balloon bag, please? Oh, y'all got those? That'll be great.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And which policy is this claim on for your husband so that I'll know which policy to look at?
[CUSTOMER][NEUTRAL] I will. It's a critical illness policy. To your destination. Only thing you gotta do is just keep pulling the string and it's gonna come all the loose. OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment, and I will need to verify several things with you first for security. So what, excuse me, first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then your husband's name and his date of birth?
[CUSTOMER][NEUTRAL] How the [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number we have on file is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Are you gonna go?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, got it. Thank you.
[AGENT][NEUTRAL] And what is the data service, Ms. [PII], that they were going to be sending information regarding?
[CUSTOMER][NEUTRAL] It's from his um [PII] hospitalization. It was from like [PII] something.
[AGENT][NEUTRAL] OK, let me see, so the last thing that is on the profile for Mr. [PII] was something that we processed on [PII] that was denied. I don't see that we have received anything recently for him.
[CUSTOMER][NEUTRAL] Yeah, she faxed it last week on the [PII] and that's what we were talking about because like I didn't get anything saying y'all have received it, so do I need to um maybe try to upload it or something like that.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] Yes, ma'am, I would, um, since you are set up on the online service center because you can instantly see, you know, you get a confirmation once it's been received, but we, if she faxed that last week and it was actually received by us, you know, it would show on his profile and we don't have anything there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause she faxed it the letter is dated the [PII] um with all of the other records.
[AGENT][NEUTRAL] Uh, just let me.
[CUSTOMER][NEUTRAL] OK, I'll upload it this afternoon.
[AGENT][NEUTRAL] OK. Yes, ma'am. And then like I said, you will get that confirmation. You're welcome. Can I help you with anything else, Miss [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] That'll be it and I just need to put like the claim number in the appeal, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, you can. Uh-huh. Attention, put it to, well, yes, make sure that it's labeled if it's an appeal, that it's labeled as such.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you got a little sticky so you have something like it right now.
[CUSTOMER][NEUTRAL] Um, what is the claim number? Hello, ma'am.
[AGENT][NEUTRAL] Uh, are you, I'm sorry, yes, ma'am. Can you hear, are you talking to me? I'm sorry, Ms. [PII]. I hear someone else talking and I did.
[CUSTOMER][NEUTRAL] Yes, ma'am, I wanted to, no, I was trying to get the claim number. So on white and white.
[AGENT][NEUTRAL] OK, so just one moment.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] When you make it to your destination, hurry up and take them out so they won't.
[AGENT][NEUTRAL] OK, so the most recent claim that was processed.
[AGENT][NEUTRAL] was 354-7421. And you can see that one also in your portal.
[AGENT][NEUTRAL] With the remark.
[CUSTOMER][NEUTRAL] 3547521
[AGENT][NEUTRAL] Mhm. No, 7421.
[CUSTOMER][NEUTRAL] And make attention what you told me to put it to.
[AGENT][NEUTRAL] Appeals department. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Got it. Thank you.
[AGENT][POSITIVE] Well, you are very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL M. [PII], and I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.