AccountId: 011433970860
ContactId: 33a887c6-a8f6-482f-b7be-67f85f209996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472359 ms
Total Talk Time (AGENT): 155872 ms
Total Talk Time (CUSTOMER): 189291 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/33a887c6-a8f6-482f-b7be-67f85f209996_20250325T16:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII] but I just checked on our class status. That was it.
[AGENT][NEUTRAL] How are you doing today, Mr. [PII]?
[CUSTOMER][NEUTRAL] And my account number.
[CUSTOMER][NEUTRAL] Fine and my account number is [PII].
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And also you, as you know, we need to verify your current mailing address, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, POI date of birth [PII].
[AGENT][POSITIVE] All right, thank you, sir.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] Yes, sir. You know the drill, don't you?
[CUSTOMER][NEUTRAL] Oh, also what I got on y'all, uh, website, I put my routing and bank account number if I do receive a check, it can come to my bank account.
[AGENT][NEUTRAL] I do see that that has been activated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm checking, bear with me just one second.
[AGENT][NEUTRAL] And I do see we received a document on the [PII].
[AGENT][NEUTRAL] It is in line to be processed. Let me check that real quick for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see what that document is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm still checking. Hang on just a second.
[CUSTOMER][NEUTRAL] OK. And if everything is finalized, how long it would take for the deposit?
[AGENT][NEUTRAL] So once it's finalized the following business day.
[AGENT][NEUTRAL] It, your bank will be notified since you have activated that direct deposit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we did receive your medical records.
[AGENT][NEUTRAL] Or some medical records?
[AGENT][NEUTRAL] Let me check cause this looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we did receive those on the [PII]. Now it will go under medical review, which could take a couple more days.
[AGENT][NEUTRAL] Um, it has to go through our medical director.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he will review that and regarding um preexisting to see if there's any preexisting information and then if not they'll send it back to the well when he has completed that review they'll send that back to our adjusters to complete the processing.
[CUSTOMER][NEUTRAL] Yeah, cause I went to see him the the my doctor cause my patient levels kept going high.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And he just referred me to him, so he just one time he just checked my prostate. Then he had me come back in January around like [PII], and that's when he did the prostate and found I had cancer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know I had and he just
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] He just, he just tested my prostate. He says it wasn't swollen seemed normal, but he wanted me to come back in [PII] and to do a prostate, to do the I they or they have cancer that he found around the [PII]. I did that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, those medical records.
[CUSTOMER][NEUTRAL] Because my doctor here was gonna take him out.
[AGENT][NEUTRAL] Yeah. No, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][MIXED] That's very good, but that's the only thing I had to go see him for.
[CUSTOMER][NEUTRAL] But that that was it. So back in like the October, November and December, I got this stuff I know. I, I didn't.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know I even had it.
[CUSTOMER][NEUTRAL] Until in January.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Cause I got mine out in October.
[CUSTOMER][NEGATIVE] And I don't understand why it takes so long, so that's why I couldn't figure out, you signed up for it.
[CUSTOMER][NEUTRAL] In October it should have kicked in the next month, but with school, all this stuff kick in in January.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] That's one thing I never could figure out. Why does it take so long?
[CUSTOMER][NEUTRAL] So what you have to wait on the game.
[AGENT][NEUTRAL] Yeah, and have you
[AGENT][NEUTRAL] Yeah, have you checked with your HR department in at with the school to see?
[CUSTOMER][POSITIVE] And they do that they do everybody like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it looks
[CUSTOMER][NEUTRAL] What if you sign up for stuff for school.
[CUSTOMER][NEGATIVE] And they'll just wait 4 or 5 months for it to kick in. I'm like, why did it take so long? It's been like that since I've been there. It takes that long.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That is a long time.
[CUSTOMER][NEUTRAL] For the kick in.
[CUSTOMER][NEGATIVE] Yeah, it is. You, you gonna sign up for stuff here this in this school district of [PII]. You ain't getting nothing till January the first year, which I don't can never understand that.
[AGENT][NEUTRAL] That is, that is
[CUSTOMER][NEUTRAL] Like when I signed up for medical insurance, now all that stuff they took.
[AGENT][NEUTRAL] Yeah, I would forget about it by January.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] That's what I'm saying, see, that's why I say it's not that preexisting cause, cause that's how long it took till January. It's been like this for years.
[AGENT][NEUTRAL] You know, it takes that long.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] If you sign up for anything, you won't get that stuff. If I sign up for right now, I won't kick in again for the year.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And you can't get rid of it until January.
[CUSTOMER][NEGATIVE] But I said I wanna cancel it out. They won't cancel it out till January.
[CUSTOMER][NEGATIVE] Yes, you go right now and tell this is, this is March. I want to cancel my insurance. They said we can't do that until January.
[AGENT][NEUTRAL] Yeah, that's a long time too.
[CUSTOMER][NEUTRAL] You have to keep taking out your check.
[CUSTOMER][NEUTRAL] Uh-huh, they'll keep taking out this check until January hits.
[CUSTOMER][NEUTRAL] Then you won't see it no more.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So yeah, I forgot to tell them all about that just as well. It's just how long it took for us cause they have somebody come down from the school district. If you want, wherever you wanna keep, you say yes, I wanna keep short term loan, yes, and then they'll leave it alone. If you wanna add something? Oh, you gonna, you ain't get no, you ain't get none started well it won't start till [PII].
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] That's how long it takes.
[AGENT][NEUTRAL] That is a long time.
[CUSTOMER][NEUTRAL] You sign in October November December January 4 months would start.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So much.
[AGENT][POSITIVE] Well, I am glad you've got this policy, you know, and our medical doctor will review that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And once he releases it and it's been reviewed now, it could take him up to a week to review it. So just um I would.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would give it about a week or 1 week and a half, and then we can check it again for you.
[CUSTOMER][NEUTRAL] OK then. So buy somewhere next month.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, but, um, I would give it about a week or, or 1 week and a half at least.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think you did, ma'am.
[AGENT][POSITIVE] It's been my pleasure to assist you, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it. So I did get the medical records from the doctors.
[AGENT][NEUTRAL] Yes, sir, it looks like we did on the [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.