AccountId: 011433970860
ContactId: 3cbefd1b-d7c6-49b8-967c-7769f4dd6e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437119 ms
Total Talk Time (AGENT): 140298 ms
Total Talk Time (CUSTOMER): 188219 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3cbefd1b-d7c6-49b8-967c-7769f4dd6e49_20250219T22:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I got a phone call from this number earlier, but I wasn't able to call. I told them to, um, if they could please call me back or that I would call them back. So I'm calling back so I don't know who it was that called me back.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Patient's name is, is different though.
[CUSTOMER][NEUTRAL] The policy holder is [PII].
[AGENT][NEUTRAL] Uh, do you, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] OK, hold on, I have to go through all that. I have to figure everything out again. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I need, I need to just write all this down so I can basically hear it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I gotta find it. There's too many paperwork, too much paperwork to look through here, but.
[CUSTOMER][NEUTRAL] I'll find it.
[AGENT][POSITIVE] Take your time. Uh, you're good.
[CUSTOMER][POSITIVE] Adorable power of the um.
[CUSTOMER][NEUTRAL] Policy number. There were two policy numbers. One is 02078422.
[CUSTOMER][NEUTRAL] And the other one is 246-6917.
[AGENT][NEUTRAL] OK, and the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. And I apologize. Uh, you say your name is one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] She was I need to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it looks like uh an examiner, did they explained that you just need to submit a claim that um.
[CUSTOMER][NEUTRAL] I already have though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We did back in June.
[CUSTOMER][NEUTRAL] I have a cancel claim form statement of insured dated [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was faxed over to you guys from UPS on [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that was faxed over to you with the durable power of attorney and the financial.
[CUSTOMER][NEUTRAL] Power of attorney and medical release forms.
[CUSTOMER][NEUTRAL] I have fax. I have all my receipts for the faxes that I sent to you guys.
[AGENT][NEUTRAL] OK. Let me see if I can get a representative to help you. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Brush it out.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um, hey.
[CUSTOMER][NEUTRAL] Hey girl.
[CUSTOMER][NEUTRAL] Yeah, what, what you got?
[AGENT][NEUTRAL] Um, I have, I'm assuming it's she's a.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lord, she
[AGENT][NEUTRAL] I guess she's a beneficiary under an insurance policy, and she was calling someone back because they had talked about a claim that she said that was submitted in June, but they said all she had to do was submit the claim information, which she said she did, which I see information has been received like a power of attorney. Oh bless it. 2078422.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And who do we have on the line that we're speaking with?
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't see any claims. I just see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me take a look and let me, let me take a look at it, [PII] and see because even though she may have submitted.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, which we like to call back.
[CUSTOMER][NEUTRAL] And I see her listed.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What is [PII]?
[CUSTOMER][NEUTRAL] And is she the beneficiary? Let me take a look and see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Oh God, I went the wrong screen. Sorry, that sounds loud.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, so she is the legal power of attorney and we have that noted. So when you look at, uh, I don't know if you could see the PR PRTQ screen it has relationship L next to [PII], that's who we're speaking to, right? The [PII]? OK, so she is listed, but what is she wanting to know?
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Well, and I told her it looks like she spoke with a representative and I explained to her, uh, that since she is a beneficiary, she just needs to submit the claim, and she said that she submitted it, but in June, but I don't see any information. I'm gonna.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] We haven't, we, we haven't received a claim, no.
[AGENT][NEUTRAL] You'll call back later to talk inform that all documents have been set up on all you need to submit the claim, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I see I take but this policy is not.
[AGENT][NEUTRAL] Oh well that's
[CUSTOMER][NEUTRAL] And then it looks like she spoke to [PII] in July.
[CUSTOMER][NEUTRAL] And [PII] let's see, let me take a look at one more thing, uh, yeah, um, you know, if you want me to tell her that I can tell her that she just needs to file a claim. We have not received the claim.
[AGENT][NEUTRAL] O[PII]
[AGENT][NEUTRAL] If you would please.
[CUSTOMER][NEUTRAL] Yeah, sure, go ahead and what's the callback number?
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] Oh, fudge monkey. I forgot that. I'm sorry.
[CUSTOMER][NEUTRAL] I never mind, it's I think it's on the caller ID and I'll verify.
[CUSTOMER][POSITIVE] All right girl, alright take care have a good evening, OK? Send her over. You're welcome. Alright, bye bye. You too.
[AGENT][POSITIVE] I appreciate you. All right, have a great one. Bye.