AccountId: 011433970860
ContactId: 1b15352a-dfef-48dc-806a-a81a819375c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494600 ms
Total Talk Time (AGENT): 231219 ms
Total Talk Time (CUSTOMER): 147698 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1b15352a-dfef-48dc-806a-a81a819375c0_20250604T22:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling
[AGENT][NEUTRAL] And APL, this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII].
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hi, hey, I need to check, I need to check on my claim, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] But I got a claim number.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 356.
[CUSTOMER][NEUTRAL] 656 2.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and give me a moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] I see a different email. It looks like a work email address in our system.
[CUSTOMER][NEUTRAL] Would that be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, sir. Give me one moment please see.
[AGENT][NEUTRAL] Because it looks like a claim was recently processed, uh, like for preventative, um, for data service for 12 of 24.
[CUSTOMER][NEUTRAL] Preventative
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I mean, I've had prostate cancer.
[CUSTOMER][NEGATIVE] I went in and planted radioactive seeds and I filed a claim on it. So far I've gotten two checks for $50 and I'm still paying on a $3000 bill I owe. That's not worth what I'm paying y'all every month to have the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well I can transfer you to a representative and they can verify how the claim was processed.
[CUSTOMER][POSITIVE] Somebody was so well.
[CUSTOMER][NEUTRAL] Somebody was supposed to check on it and call me back months ago and I hadn't, so.
[CUSTOMER][NEGATIVE] Anyway, coming up for renewal if I still want my business, I better hear something from somebody.
[AGENT][NEUTRAL] OK, what would you like me to transfer you to a claims representative?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] To calm down.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][POSITIVE] Oh my gracious, [PII].
[CUSTOMER][NEUTRAL] What's going on [PII]?
[AGENT][NEUTRAL] I'm burning up. It's hot.
[CUSTOMER][NEUTRAL] Why are you burning up, girl?
[AGENT][NEUTRAL] I need to
[AGENT][NEUTRAL] Cause my office is in the garage. I need to hurry up, get my room situated so I can have an office in my room so I could be where the air conditioner is.
[CUSTOMER][POSITIVE] Oh bless your heart.
[AGENT][POSITIVE] I want to be where the air is because I have, and then, you know what's funny, I know I got answered on the phone. I'll tell you this real quick. I went to this I had donuts and more. They sell like burgers which are delicious and they have stir fry like fried rice and shrimp and chicken and everything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So I went there, ordered me some food. I had to wait because they didn't have it ready. And this chick told me I smelled good. I was thinking, oh, you're so sweet. It's like I'm sweating my booty off. I know I, I took a shower earlier today, but I don't know. And she was like, are you wearing um
[AGENT][NEUTRAL] What you call it, uh, something about, um, ironic, um.
[AGENT][NEUTRAL] Ariana Grande, I was like, no, I just have cocoa butter on.
[AGENT][NEUTRAL] I don't know why they just cracked me up. I was like, uh, no, ma'am, I just got cocoa butter. I don't know what you're smelling, but thank you. Good because you're in a donut shop. I don't know.
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] But I just thought it was so, I thought it was sweet but funny. Anyway.
[AGENT][NEUTRAL] Um, I have an insured on the phone. He's a hot one.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a cancer policy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] And I told him he was calling about a recent claim and I told him his claim was processed and well the claim paid $50 for wellness, and he said, wellness, I just had um prostate cancer and they put radiation in my, you know.
[AGENT][NEUTRAL] But the other claim he had, the one that he called about, it shows benefits of Max further.
[AGENT][NEUTRAL] Lifetime max for the first occurrence, but I'm trying to find it but I can't help this man. I can but.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Um, 238-37772.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] When did he start having prostate cancer?
[CUSTOMER][NEUTRAL] So we did the wellness.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] It's so what does that sound?
[CUSTOMER][NEUTRAL] So for the radiation therapy, we need, oh, that was probably me because I uh when I clicked on.
[CUSTOMER][NEUTRAL] This remark code, so we need the uh itemized bill showing the procedure codes and charge amounts for the radiation.
[AGENT][NEGATIVE] 58, no, that's not it. I'm gonna send the wrong number.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEGATIVE] So I better talk to somebody if y'all want continue my business.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. Well, the policy alread[PII] turned [PII], sir.
[AGENT][NEUTRAL] So I don't know what business you're trying.
[CUSTOMER][NEUTRAL] And my time but I think that.
[AGENT][NEUTRAL] Oh wait, he does have an accident policy. Oh well.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] So did they use the wrong remark code for the one in uh.
[AGENT][NEUTRAL] I have
[CUSTOMER][NEUTRAL] In February, let me pull this claim up and see something because we haven't paid anything.
[AGENT][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] When they said he used the Lifetime max.
[AGENT][NEUTRAL] That's so weird. So all the
[CUSTOMER][NEUTRAL] I think she used the wrong one.
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Looks like we need to um
[AGENT][NEUTRAL] Why am I taking this call anyway? It's tough for me to go. I'm sorry. I had to say that loud.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What did you say? I'm sorry.
[AGENT][NEGATIVE] Nothing, nothing.
[CUSTOMER][NEUTRAL] Oh, I didn't hear what you said.
[AGENT][NEUTRAL] I said I just looked at the time and so it was time for me to go. I didn't even, well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It can help to got a call before [PII]. 0 well.
[CUSTOMER][POSITIVE] I'm gonna get it.
[CUSTOMER][NEUTRAL] Uh, I was like that with a guy last week. It somebody sent me a call at [PII]. I'm on the phone with him at [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEUTRAL] You can go ahead and send them over, but looks like we need the itemized billing and stuff for the radiation.
[AGENT][POSITIVE] All right, sweet peep, just let him know he's hot, so.
[CUSTOMER][NEUTRAL] I'm, I'm sure if, if he's thinking that his benefit is max and we haven't paid anything.
[AGENT][POSITIVE] Yeah, well, I appreciate you. Have a great day, great night.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye bye.