AccountId: 011433970860
ContactId: 3ab99788-0fcd-46f6-8ab1-5fd8d9724c2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 823960 ms
Total Talk Time (AGENT): 156549 ms
Total Talk Time (CUSTOMER): 362728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3ab99788-0fcd-46f6-8ab1-5fd8d9724c2d_20250407T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII]. I'm calling on behalf of my brother, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Back in October, he had a stroke.
[CUSTOMER][NEUTRAL] And he had a little policy that would pay him the benefit of $7500 for his heart attack or stroke first occurrence.
[CUSTOMER][NEUTRAL] And uh it's been 6 months today and we still have not received uh the check and so we're just kinda wanting to follow up to see.
[CUSTOMER][NEUTRAL] What's the whole bit?
[AGENT][NEUTRAL] OK, Ms. [PII], how long ago did you submit the claim?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Months
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And what is a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hang on one second, I will grab it. He's said he's sitting right here so you can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Talk to him. Let me go grab.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Have you kept all these letters that you're getting from this company? OK.
[CUSTOMER][NEUTRAL] We keep getting letters saying that we're working on it but that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whenever you have the policy number I can use that to pull the policy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02529577
[AGENT][NEUTRAL] All right. And um you said he's available so I can get his permission.
[CUSTOMER][NEUTRAL] I'm on that form.
[AGENT][NEUTRAL] OK, let me look at that.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Did you turn that into your W2, your W-2?
[AGENT][NEUTRAL] He's gonna be a minute I'm pulling the documents OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] To me
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You can take this. You turn beside Cco de Mayo.
[CUSTOMER][NEUTRAL] Mhm. Turn beside Cinco de Mayo.
[CUSTOMER][NEUTRAL] The Mexican food place here in [PII].
[CUSTOMER][NEUTRAL] Yeah. Turn beside that at the very back.
[CUSTOMER][NEUTRAL] There's a building.
[CUSTOMER][NEUTRAL] So in the last door of that building and tell them you need to get a tag, you don't have to go to the cotton belt. Oh really? Yeah, I don't know why you don't you just go in there and it's gonna be $75.50.
[CUSTOMER][POSITIVE] Oh good you don't have to wait that long. Oh, alright, cool.
[CUSTOMER][NEUTRAL] Alright, we'll put that back to mom first and then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm, I'm pulling all the documents, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Taking a minute to pull them off. Thank you.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] You have to have a copy of your insurance.
[CUSTOMER][NEUTRAL] Yeah, I need to take that off my phone.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Bring me your phone.
[CUSTOMER][NEUTRAL] Do you know where it's at.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I, I don't see an authorization form filled out. Um, may I have Mr. [PII] so he can give me just a phone information?
[CUSTOMER][NEUTRAL] What do you not have?
[AGENT][NEUTRAL] An authorization to disclose information to Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] OK, so I just need to verify your date of birth and mailing address, and I need your permission to release information to her, OK?
[CUSTOMER][NEUTRAL] OK. My birthday is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The mailing address on file, mailing address on file.
[CUSTOMER][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] My street address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, let me get a um
[AGENT][NEUTRAL] Claims
[AGENT][NEUTRAL] Specialist on the line, OK? To see what's happening with your claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment. You're welcome.
[CUSTOMER][POSITIVE] They're so pleasant.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII] how are you? this is [PII].
[CUSTOMER][NEUTRAL] Hey, so how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a member on the line, uh, with the, it's a heart attack and stroke policy, and, um, it looks like it's been pending for a while now. Um, it looks like we did receive either the confirmation of the medical records or the medical records, but I don't see that it's been processed, so I don't know what to really tell this number. It's 252-957-7.
[CUSTOMER][NEUTRAL] Uh, can I get the policy number?
[CUSTOMER][NEUTRAL] OK, so it's still pending requesting medical records.
[AGENT][NEUTRAL] We request the medical records and I guess they send in maybe some information about um.
[AGENT][NEUTRAL] Tempting to disclose information authorization or something like that to us.
[AGENT][NEUTRAL] I'm not really sure what's that.
[AGENT][NEUTRAL] Um, but it looks like the member is still with.
[CUSTOMER][NEUTRAL] That probably that probably came from them. Give me one second to pull up the information and see what.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it looks like she sent him a form for him to complete.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You can send him over and I uh see if he got that form and if not to see if we can get that form out to him again but we haven't received any medical records.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, got you. OK. All right. Uh, let me put him through and I did verify all the information, OK? And I got him on the line with the sister, so they're both in the line, OK? I got Miss uh [PII] and Miss [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, OK, here they come. Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I got Miss [PII] on the line. She's in the claims support team and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII], and how can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I am the sister of [PII]. He is sitting beside me. He had a stroke back on [PII], and it affected his cognitive reasoning and he's sitting here beside me. You can talk to him, ask him any questions, but when we get down to talking about the policy itself.
[CUSTOMER][NEUTRAL] And why we haven't received anything he it he gets real frustrated really easy and so I'm needing to for you to talk to me so here he is and you could ask him anything.
[CUSTOMER][NEUTRAL] OK, alright, uh, I just wanna ask the question. It looks like the uh the facility that we need to request the medical records from, they sent us a form that he has to complete. Do you know if you all have received that form from us?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, we get, we get things in the mail every few days, but there's not been any form whatsoever.
[CUSTOMER][NEUTRAL] OK, and can you verify his mailing address because it looks like she said that the uh form from uh that I guess that they try to mail to him I guess it did not go through uh so can you verify his mailing address that we need to send the form to?
[CUSTOMER][NEUTRAL] Um, his mailing address is a [PII] address, [PII].
[CUSTOMER][NEUTRAL] But if he, if y'all would send it to the home where we live.
[CUSTOMER][NEUTRAL] We would get it a lot faster.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I could take that address down in 15.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and let me read that back just to be sure I have it correct.
[CUSTOMER][NEUTRAL] I have [PII]
[CUSTOMER][NEUTRAL] [PII], is that correct? Correct, yes, OK, OK, I will get with the examiner that's working on his uh claims uh to see if they can mail that form out.