AccountId: 011433970860
ContactId: 1bcc9104-bc97-47f6-ad54-336ad29996a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447239 ms
Total Talk Time (AGENT): 154997 ms
Total Talk Time (CUSTOMER): 199338 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1bcc9104-bc97-47f6-ad54-336ad29996a1_20250127T21:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I just need to check on the status of a claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] OK, um, sorry, just to clarify, we had two claims. One was for hospital indemnity, one was for cancer. We received a check in the mail, but I don't even know which which one it was from, so I don't know which one has been completed and which one is still pending, um, so I'm not sure. um, so the, um, person, her name is [PII], um, she is, she passed away and so we're handling all of this stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do we have actually, if you have, do you have the check number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh really, yeah.
[AGENT][NEUTRAL] I was gonna say if you have that, I could see maybe what policy it was linked to. Yeah.
[CUSTOMER][NEUTRAL] Hold on one second, I'm sorry.
[CUSTOMER][NEUTRAL] Which one it was OK, yeah, I just wanted to be sure that whatever one because I sent all the stuff and you know it took me forever to gather all the information and the court documents, uh, so I just wanna be sure they have everything they need, um, OK, check number is 2023447.
[AGENT][NEUTRAL] OK, let me see that should have a policy it was linked with let me see here.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I think it's the hospital indemnity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] The math kind of the math math is for that.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] The math is mapping. OK.
[AGENT][NEUTRAL] Um, yes, so it looks like that was for the indemnity policy, that is correct.
[CUSTOMER][NEUTRAL] OK, so can you check on the cancer one? Uh, I have the group number. I'm not sure if I have a claim number.
[AGENT][NEUTRAL] Yeah, I should be able to check on that. Let me see here.
[CUSTOMER][POSITIVE] I just wanna be sure that they have everything they needed uh from me. I believe that they do.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just hadn't received anything.
[AGENT][NEUTRAL] Yeah, no worries. Can you just verify with me on here what [PII]'s um address and date of birth was, please?
[CUSTOMER][NEUTRAL] Sure, um, her birth date of birth was [PII] and her address was [PII]'s in [PII].
[AGENT][POSITIVE] Alright, thank you so much. OK, so let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So it looks like it's still, I'm not showing that any, anything has been processed on yet. It looks like.
[AGENT][NEUTRAL] Um, have you gotten any sort of, usually they'll send like a correspondence or
[CUSTOMER][NEUTRAL] I know and I don't, I did, um, but and they needed some stuff and I sent it um it was a while back um well they were needing the court documents, um, and so I had to wait for a little bit till the court finished up and then I sent those, but I sent those at the same time that I sent the hospital indemnity uh because they, they pretty much needed the same things.
[AGENT][NEUTRAL] The same things, OK.
[CUSTOMER][NEUTRAL] And to be honest, we don't even know how her cancer policy was set up. She didn't, uh, she had like a, she was a teacher and it was just a benefit that she selected through her work benefits. So we, we don't even know.
[AGENT][NEUTRAL] Oh, I gotcha.
[CUSTOMER][NEUTRAL] All this
[CUSTOMER][NEUTRAL] I don't even know what she had selected. I don't even know if she remembered that she had it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So now it looks like it was on [PII], but this is showing, let me see.
[CUSTOMER][NEUTRAL] Yeah, I think [PII] is when I faxed everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me look.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it was paid out it looks like, so it looks like it was the same date.
[AGENT][NEUTRAL] Um, as the other one. Let me give you, it was processed, it shows.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] [PII]. It was sent to the state of [PII] [PII] at [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, and so the check that we got, the one that I gave you that number for that was for [PII] is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And but it's a different check number?
[AGENT][NEUTRAL] This is a different check number, yeah, it's 202-377-8.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK, yeah, and it's just one check so I'm opening up to be sure I'm not crazy, um, interesting.
[AGENT][NEUTRAL] Yeah, so that one, let me go back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm on the wrong. I'm on her hospital policy.
[CUSTOMER][NEUTRAL] That's weird if they were on the exact same day.
[AGENT][NEUTRAL] Yeah, let me.
[CUSTOMER][NEUTRAL] I'm going through my mail to be sure I didn't miss it cause I've just been.
[AGENT][NEUTRAL] So it shows actually it was processed 12225. So when was the [PII]?
[CUSTOMER][NEUTRAL] About 5 days ago, so it's probably coming soon.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it should be, yeah, in the mail.
[CUSTOMER][NEUTRAL] OK, I'll give it a little longer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, that's fine. I, I'm not in a, I'm not in a rush. I just wanna be sure that it's taken care of. Do you, can you tell how much it's for? Because I don't even know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, this check is coming for 6600.
[CUSTOMER][POSITIVE] OK, perfect. Well, that is a surprise because we didn't even know what we were doing all this legwork for.
[AGENT][POSITIVE] Oh, well, yeah, it looks like it paid off a little bit.
[CUSTOMER][POSITIVE] OK, thank you. uh, I appreciate it and we will uh keep an eye out. Thank you so much.
[AGENT][POSITIVE] OK. Sounds good. You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] Uh, all right. You too. Bye-bye.