AccountId: 011433970860
ContactId: 27405fd2-e550-42b7-b91f-80b0813955fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391380 ms
Total Talk Time (AGENT): 150797 ms
Total Talk Time (CUSTOMER): 206677 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/27405fd2-e550-42b7-b91f-80b0813955fb_20250210T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ms. [PII], I was calling and checking on the status of, of cancel claim, please, ma'am.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. 00431263. I also have a reference number if that'll help you.
[AGENT][NEUTRAL] OK, great. Let me pull this up here. One moment.
[AGENT][NEUTRAL] Right. And then if I could get your first name, last name, date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much and then if I could verify the um address we should have on file for you as well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. All right, and so is the claim, was it for you and your name or?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I also have a claim number if that'll help you.
[AGENT][NEUTRAL] OK, yeah, what's that number?
[CUSTOMER][NEUTRAL] 3552072.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK. So, it looks like we needed explanation of benefits from the primary insurance, but I do show something was submitted a few days ago. So let me double check and see what that was.
[CUSTOMER][NEUTRAL] OK. uh, now, I had, I had received, well, first off, I, I said I've had that little cancer policy for years, and I filed my claim, and the address I had was in the [PII] office and all. And I kept waiting and waiting and waiting so I finally called the number I had and I talked to a lady down in [PII], I think it's where it was at.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, then I found out that I was supposed to have sent it to [PII], you know. So, um.
[CUSTOMER][NEUTRAL] Anyway, I got the correct, uh, paperwork that I needed, and supposedly, I got that, and, uh, they sent me an explanation of benefit form, what I needed. And supposedly, uh, I had everything that I, you know, that the company needed, and I mailed it to [PII] on.
[CUSTOMER][NEUTRAL] [PII], you know.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So, yeah, I do see that all that was received, um, because it looks like it's showing that this is still in progress. Um, so, yeah, it looks like it has not been completely processed at this time yet. So just allow it a few more days to process cause it's showing a reported date on my side.
[AGENT][NEUTRAL] Of [PII], so that's when all this paper, you know, the new paperwork you sent us was uploaded into the system.
[AGENT][NEUTRAL] And um we generally ask for like 5 to 7 days, so it just has not been completely processed yet.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. All right. Well, uh, the last, I mean, like I say, the first time I filed it, I didn't want to bother nobody, so I just kept putting off the call, putting off the call. And then one, I mean, I, they probably, I probably had it mailed close to 3 months. And so, you know, by me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEGATIVE] And waiting so long, you know what I mean? Then I found out that it probably hadn't even been forwarded to y'all, the first mailing. So I said, well, you know, I've got everything sent to them supposedly, and I'm not gonna wait this long and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so I just decided that I would call and check, kind of check on the status of it. But, uh, does it look, can you tell? Does it look like they got all they need or possibly? You don't really know yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yeah, I mean it looks like I see everything. It was a total it looks like a 19 pages, um.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] And so yeah I mean I don't see at this time they're requesting anything else um I would say give it till Wednesday of this week and then just see um.
[AGENT][POSITIVE] If you've heard anything back, and, and you can always call and check on it. We're happy to, you know, give you any updates we have for sure so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Well, as, as long as I know that it's, you know what I mean, that it's in the, it's in the process and that sort of thing. I, you know, I don't want to call every day or two checking on it, nothing, nothing like that, you know what I mean? So I'll give you, say, say about a week if I hadn't heard anything, then maybe I can call them and maybe check on it again, you know, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. OK. Yeah, sounds good. Is there any anything else I can help you with today?
[CUSTOMER][NEUTRAL] If I like.
[CUSTOMER][POSITIVE] No, ma'am, that, that, that helps me out greatly, and I appreciate your help here.
[AGENT][POSITIVE] It's been my pleasure. Thank you for calling APL. I hope you have a blessed day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a good day. Bye-bye. Bye.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Bye-bye.