AccountId: 011433970860
ContactId: 3dc7776f-c8eb-48cc-b4e1-f20de825b834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 728960 ms
Total Talk Time (AGENT): 197032 ms
Total Talk Time (CUSTOMER): 305088 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3dc7776f-c8eb-48cc-b4e1-f20de825b834_20250523T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with my husband, we submitted a claim and I was calling to find out, you know, where it stood. They said that they got it, I think around the first, and I was just try they said it was in process and we were just calling to see if there was any, any news or update as to when we might expect.
[CUSTOMER][NEUTRAL] A response or whatever.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I can give you our so I know it's 4224299 something but I don't have it in front of me. I'm driving now. I thought y'all closed at [PII], so I said I better put a this our um our socials are [PII] and the other one is [PII] and the birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 44.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] You take your time.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is the claim for yourself?
[CUSTOMER][POSITIVE] No, no, ma'am, it's the claim for my husband. I've talked to [PII] and I think she's helped me quite, you know, I've called when I've talked, that's who we've talked to.
[AGENT][NEUTRAL] OK, let me get it pulled up.
[AGENT][NEUTRAL] And then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Just made [PII].
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what about your address?
[CUSTOMER][NEUTRAL] Our address is [PII].
[AGENT][NEUTRAL] OK, perfect. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK and um what date of service was the claim from?
[CUSTOMER][NEUTRAL] Well, we sent it in on.
[CUSTOMER][NEUTRAL] I think on the [PII], he did it for 6 weeks. They, I don't know the exact, you know, when he started exactly, but all the paperwork work was sent, you know, the diagnosis and all the, the radiation treatments.
[AGENT][NEUTRAL] OK, does he have a policy of his own?
[CUSTOMER][NEUTRAL] You know, it's a joint policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got a policy under your name that um terminated back in [PII]. Does he have a policy under his name too?
[CUSTOMER][NEUTRAL] Uh, he must, it must be then. I don't, I didn't realize that. I thought, you know what you know what happened with mine though it went in [PII], it didn't terminate. It went to him because he was, he was uh the head of the household. That's what it was. We both fought for the Saint Henry Parish School Board and they when we retired, they did things with our, you know, with the checks and stuff, but you know, we all, I, we had a family, uh, plan, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you mind then giving, I looked it up under your social. Do you have his social that you could give me again and I'll get it pulled up under his name.
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, it looks like I found it. Let me get this pulled up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. I told the other girls, they've been so nice. We don't do anything on the computer, you know, I'm
[CUSTOMER][NEUTRAL] We just don't.
[AGENT][POSITIVE] Oh, I understand totally.
[CUSTOMER][NEUTRAL] Because tell about portal and different things, so we, we just don't do it, you know.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, let me get this pulled up. Give me just a moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK, was the claims, what date were those from? Was that from [PII] or?
[CUSTOMER][NEUTRAL] No, it, no, it's this year, it just happened. I mean, he, he just finished taking.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah it's current. I mean, I mean, he was taking them all, all in March and uh February, he was taking the treatments.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like the let's see.
[AGENT][NEUTRAL] Do you receive a payment for 300?
[CUSTOMER][NEGATIVE] I have we haven't received any payments.
[AGENT][NEUTRAL] I'm trying to see when this went out. I don't know.
[AGENT][NEUTRAL] Let me, um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Can I place you on a brief hold? Let me, uh, check on. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Absolutely, yes, ma'am.
[AGENT][NEUTRAL] OK, let me put you on a hold and I can look at something, OK?
[CUSTOMER][POSITIVE] OK, um, um, yeah, that'd be great.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APPL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] on the care team. I am, uh, can you help me look at a claim?
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][NEUTRAL] Um, the policy number is 429903.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me one second. I'm in the middle of the claim, so I gotta back it up.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, I've got this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 360-095-5, and maybe I missed it on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I looked on on the first set of charges 983,020 is gonna pay out.
[AGENT][NEUTRAL] I'm trying to figure out if uh if it's in review or what's.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it looks like it's in audit status.
[AGENT][NEUTRAL] OK, is it?
[CUSTOMER][NEUTRAL] Um, again, it's got that it's got that 1900.
[CUSTOMER][NEUTRAL] Um, and the stat date, so usually that means that the claim is either processed today or maybe it was last night, but it's an audit status, so it's in the final processing stage but has not, you know, been finalized basically. So what happens is once the adjuster processes it and then um if it, uh, if they're not able to release it they have to send it to the audit uh team and then the audit team reviews it and then releases it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it's usually it's $1.
[CUSTOMER][NEUTRAL] Or send it back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Is it because of the yeah, OK, OK, that makes sense. OK, just wanted to make sure I didn't see it. I looked at all the remarks and I couldn't tell what, um, what was going on. OK, perfect. Thank you so much, [PII]. I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, and again you'll just wanna let them know that um it's in the final process and stages but it's not been finalized yet just yet.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] OK, you're welcome. Any other questions, [PII]?
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Alright have a great day.
[AGENT][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] OK, so sorry about that. Yeah, I'm just trying to figure out what was going on. It looks like it's, it is in the final stages of being processed. Um, it's, it's being audited, um, so it should release next week. Um, sorry, it's taking so long, um, but yes, we've got everything, it's been processed, um, but it's just waiting for release. I would suspect, um, probably.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, probably the [PII] or [PII], um, if you wanna give us a call back then should have a determination.
[CUSTOMER][NEUTRAL] That's that's
[CUSTOMER][NEUTRAL] We were just
[CUSTOMER][NEUTRAL] We were just trying to find out you know what the benefits were gonna be what we were gonna be paid.
[CUSTOMER][NEUTRAL] That was the, you know, what we, you know, just a kind of an estimate if we could get it.
[AGENT][NEUTRAL] It looks like the estimate right now.
[AGENT][NEUTRAL] Uh, looks around night late, and this is not a guarantee of payment, it's just a basic outline.
[CUSTOMER][NEUTRAL] Oh no. I know.
[AGENT][NEUTRAL] Um, looks like 983,020.
[CUSTOMER][NEUTRAL] OK, well, you know, and I, I just wanted to check again today. We just want to be sure we didn't need anything, you know, that, that's one of the main reasons to be sure you had all our information.
[AGENT][NEUTRAL] Yeah it doesn't look like we're needing anything.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][POSITIVE] OK, good. OK, because you know, when the, the office gave us the stuff, you know, we, they told us, you know, we had everything we needed because they don't do it, but, but thank you so much and y'all have a great Memorial Day. I told the other little girl, and she's not a little girl, she's a young lady, y'all have been the most accommodating and kind people I've ever, I have talked to in a long time. I mean, I have people that talk to me kind, but y'all have, y'all have been wonderful.
[AGENT][POSITIVE] Oh, thank you
[AGENT][POSITIVE] We appreciate that. That's, that's what we're here for. So anything we can do to help, we're here, here to help, so.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well thank you so much. Take care. Yes, ma'am. Bye bye. Yes, you too, honey bye bye.
[AGENT][POSITIVE] OK, well, thank you. Have a wonderful weekend. Bye bye.