AccountId: 011433970860
ContactId: 3d037f1e-df6c-40fe-bafb-421a6bf41f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355619 ms
Total Talk Time (AGENT): 196360 ms
Total Talk Time (CUSTOMER): 144199 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3d037f1e-df6c-40fe-bafb-421a6bf41f74_20250530T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name is [PII], and I am calling uh in regarding a claim, my account number.
[CUSTOMER][NEUTRAL] It's I believe it's 755-880.
[AGENT][NEUTRAL] OK, Ms. [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] [PII], yeah, and it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me a moment to get your policy information pulled up but you can go ahead and tell me how I can help you today.
[CUSTOMER][NEUTRAL] OK, I, um, I submitted, uh, a claim or a bunch of information to file a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was asked by APL to uh provide a diagnostic, uh, a pathology report.
[CUSTOMER][NEUTRAL] Which I figured out how to do and emailed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] On the website
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As well as put it in the mail.
[CUSTOMER][NEUTRAL] And I wanted to know if y'all had received it because the claim was dependent upon receiving that in order to continue.
[AGENT][NEUTRAL] OK, Ms. [PII], so.
[CUSTOMER][NEUTRAL] Uh, it's in processing.
[AGENT][NEUTRAL] OK. So my understanding is you had submitted a claim but it did not include the pathology report. And now you have submitted that and you're wanting to just verify if it was received yet. Is that correct?
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. So first off, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. OK, so when did you or did you say you emailed it or you uploaded it into your, you uploaded it into your portal? OK.
[CUSTOMER][NEUTRAL] I uploaded it. I uploaded it. The what?
[AGENT][NEUTRAL] So I do see that there was something received on [PII] that is still in line for review. It has not, is that the date that you uploaded it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, yes, ma'am. So that was received and again, it is still in line for review.
[CUSTOMER][NEUTRAL] OK, what does that mean exactly?
[AGENT][NEUTRAL] Uh, it means that it was received and
[CUSTOMER][NEUTRAL] I mean, is it a week? Is it a month?
[AGENT][NEUTRAL] Typically on this type of policy, the review time is approximately 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once it has been received.
[AGENT][NEUTRAL] Now, um, let me look. Have you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you did opt in for text notification alerts, Miss [PII]. So once it has been reviewed, you should receive a text notifying you that the review has been completed.
[AGENT][NEUTRAL] If you log into your portal and cannot see the status at that point even though you've received the text, you can call us and we can give that to you because you usually receive the text before you can see that, you know, in your portal itself. It has to go through our overnight processing but on cancer policies typically the target is 10 to 15 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our calendar actually about 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, from the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh OK all right well I just needed to know how the game was played, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. Well, is there anything, oh, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][POSITIVE] So I think that's it. I appreciate it.
[AGENT][POSITIVE] OK. Absolutely. You're very welcome. It's my pleasure in speaking to you today and thank you again for
[CUSTOMER][NEUTRAL] Well, you know what?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I, I just realized, is there anything else they needed? I mean, I sent the pathology report and the, the, you know, the follow up, uh, pathology report which actually noted my cancer and the type and all that stuff. So, um, is there, can you look and see was there anything else I read that they were asking me for, uh.
[CUSTOMER][NEUTRAL] To process the claim.
[AGENT][NEUTRAL] The most recent claim, yes, ma'am, that you had called, I can see where you had called in and spoken to someone, and yes, ma'am, that was what we were in need of.
[CUSTOMER][NEUTRAL] I think that was it.
[CUSTOMER][NEUTRAL] OK. All right. Well, now you have it, and that was a while back, I know, but I had to figure out how to do it. So I wasn't all right but yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Oh, that's OK.
[AGENT][POSITIVE] Sure. Well, you did well, you did well in figuring out how to do it because you definitely got it uploaded to us. We can see that, um, so.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, well, thank you so much.
[AGENT][POSITIVE] Oh, you're very welcome. And again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks, Ms. [PII]