AccountId: 011433970860
ContactId: 24a4b681-0fba-4f5d-8a2a-7e8ff09bbb84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476790 ms
Total Talk Time (AGENT): 106641 ms
Total Talk Time (CUSTOMER): 172590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/24a4b681-0fba-4f5d-8a2a-7e8ff09bbb84_20250108T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eco. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and customer service. How are you?
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[CUSTOMER][NEUTRAL] I'm good. Um, I have an insured's daughter on the line. Um, the insured passed away and they were trying to file some claims, um, for their mother, and, um,
[CUSTOMER][NEUTRAL] I'm not sure how to help her. She said somebody told her she could file claims for her mother and then she called back the next day and she was told she couldn't. So can you take a look? Um, the policy is 636-438.
[CUSTOMER][NEUTRAL] She has two policies. She has this cancer policy and then she has an intensive care policy, so I'm not sure which ones that um they're needing to file on, but if you could, um, her daughter's name is [PII].
[AGENT][NEUTRAL] And what's your callback number?
[CUSTOMER][NEUTRAL] And it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you can go ahead and send them through.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a good day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling Apilis [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the rep said that you had a question about filing some claims for your mother.
[AGENT][NEUTRAL] Or are you trying to get a status of some claims?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Um, I haven't done anything, so I was trying to get, um,
[CUSTOMER][NEUTRAL] Trying to understand what me and my siblings do because a while back, um, before [PII], we were told we could do the same.
[CUSTOMER][NEUTRAL] But then
[CUSTOMER][NEUTRAL] We had spoke with someone else who told us after we sent in pathologic reports and stuff that we couldn't do a claim.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm waiting, uh, let me see, hold on, wait. I think I have it. Hold on one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when is the last time you spoke with somebody and they said that you couldn't submit any claims?
[CUSTOMER][NEUTRAL] It's been a while. Um, Miss [PII] just um called me back and let me go back to my email cause I emailed her around.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I, yeah, I emailed her around [PII]. I probably about spoke to somebody around the end towards the November.
[CUSTOMER][NEUTRAL] I got the right slow down cause I can't even remember who I spoke to.
[AGENT][NEUTRAL] OK, because the last time I'm seeing that we received a call was um [PII], um, and it was for a claim status.
[CUSTOMER][NEUTRAL] It could have been October then.
[AGENT][NEUTRAL] And it's the only thing that was showing on here as far as that date that we were needing the pathology report, um, first diagnosing your mother with cancer.
[CUSTOMER][NEUTRAL] So, I, uh, we still can send in the first diagnosis of the pathologic report.
[AGENT][NEUTRAL] We need the, and like I said, that's the last note that I'm seeing was from October and it states that the rep stated that we were needing um a copy of that path report stating um when she was diagnosed with cancer because that's what type of policy this is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who I, who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]. So when you, um, memory is in um the customer service department, so when you're calling, you would, um,
[AGENT][NEUTRAL] You would um reach out to the claims department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do y'all have a uh direct number for that claims department if you don't mind.
[AGENT][NEUTRAL] You would just dial the [PII] number and there's an option for claims.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, can you give me that number?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] First time I still capitalize before I had it. I get it um.
[CUSTOMER][NEUTRAL] Send it by mail.
[AGENT][NEUTRAL] Yes, ma'am. You can mail it to us or you can fax it to us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And you got a fax number for your claims department.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll get this to y'all and get back with y'all. Thank you for taking my call.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye.