AccountId: 011433970860
ContactId: 2b1b327d-5c78-40e5-bbed-f9fa7db024f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442820 ms
Total Talk Time (AGENT): 159439 ms
Total Talk Time (CUSTOMER): 177048 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2b1b327d-5c78-40e5-bbed-f9fa7db024f0_20250127T22:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] This is [PII], and I have a cancer policy, which my husband is on, and he had a, a wellness PSA on the back and then he has had cancer, so he, and they put his name and I sent it in. There was some other a couple other tests with it and I got a deal then, then the day they paid nothing.
[AGENT][POSITIVE] OK, what's a good
[CUSTOMER][NEUTRAL] And I had that
[AGENT][POSITIVE] What's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] 9AP as in Paul 177091
[AGENT][NEUTRAL] OK, give me one moment to get that pulled up and then I'll be able to assist you with the status of those claims, OK? Thank you. Mhm. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, unfortunately I can't unfortunately I cannot locate a policy with that number. Is the policy in your name?
[CUSTOMER][NEUTRAL] It's supposed to be a we.
[CUSTOMER][NEUTRAL] Yes, it is. [PII].
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It was only [PII] [PII], but it took me a while to get the, the bill from the hospital.
[CUSTOMER][NEUTRAL] And now I've seen it.
[AGENT][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] And I talked to someone the other day and they had, and so I don't know what happened.
[AGENT][NEUTRAL] OK, verify your date of birth followed by your physical mailing address please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and they should have sent it to
[AGENT][NEUTRAL] Ma'am, I can't hear you. For some, ma'am, I couldn't hear anything you said.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] er
[CUSTOMER][NEUTRAL] You can't hear me?
[AGENT][NEUTRAL] OK, you, you, you're like, I don't know if you have me on speakerphone or you're moving around. I just heard all this commotion. What's your date of birth?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what's your email address?
[CUSTOMER][NEUTRAL] [PII] D
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment, OK?
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] Uh-huh. On my marks, it has 1D1C0045.
[AGENT][NEUTRAL] That wouldn't help me. OK, that Miss Miss [PII], just give me a moment. Let me, let me locate your policy first, OK, and let me find that information. What you're giving me is not gonna help me. I have to find your policy and your, your, your dependent first. One moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. It's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I've had this policy for years and years.
[AGENT][NEUTRAL] OK, and verify your husband's name, your spouse's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. OK, thank you for verifying that information.
[AGENT][NEUTRAL] So let's take a look. So I was able to find the claim that uh denied on [PII]. The reason it denied is because the claim is missing some information, so let me pull the claim and take a look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, OK?
[CUSTOMER][NEUTRAL] I don't know I left off. OK.
[AGENT][NEUTRAL] I'm gonna let you know, I'm gonna let you know. I just have to pull it to look at it.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK. That's OK.
[CUSTOMER][NEUTRAL] Is a wellness policy for
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me place you on a brief hold for one moment, OK, while I take a look at it, one moment, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What is the problem? Why did you not pay?
[AGENT][NEUTRAL] DC DC 450,860 got it.
[AGENT][NEUTRAL] OK, thank you for patiently waiting, Ms. [PII]. So I figured out what it was. It everything was fine. All the information was correct. We denied it because this policy only allows one wellness claim per year. We already paid a PSA for your husband on [PII], so that's why they denied it. Yes, ma'am, OK?
[CUSTOMER][NEUTRAL] OK. I didn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Well, I, I just, it hit me, I thought it might have been. I've, I've had a, I'm in bad shape, so I, it's hard me. I'm in a wheelchair. I have a
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, spine problem. And OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] I think that's all today. Thank you.
[AGENT][POSITIVE] All right, you have an awesome rest of your day and take care of yourself, OK?
[CUSTOMER][POSITIVE] OK. Have a good day. Bye.
[AGENT][NEUTRAL] Bye-bye. Mhm.
[AGENT][NEUTRAL] You too bye bye.