AccountId: 011433970860
ContactId: 535a6e0c-5f46-4acd-9a8d-7624aee1caf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360899 ms
Total Talk Time (AGENT): 175049 ms
Total Talk Time (CUSTOMER): 141462 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/535a6e0c-5f46-4acd-9a8d-7624aee1caf1_20250415T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII], and I was calling um because I had sent in a claim, uh, cancer policy claim for my husband, and I noticed online that it says pending now but it doesn't have like an amount or anything and I was, can you tell me what pending means when it says pending.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Uh yes ma'am. I can look at the claim itself. Miss [PII], can you give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, the policy number is 1415882.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have the claim number that's on here.
[AGENT][NEUTRAL] OK, Miss uh [PII].
[AGENT][NEUTRAL] Can you, um, you verify uh the policy for me? Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the address, phone number and email address that we have on the policy, please?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, thank you very much. I appreciate that. And then also, um, is [PII] there for me to be able to verify that it's OK to discuss the claim with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, he's not here at the moment.
[AGENT][NEUTRAL] OK, so, um, I can't give out information without his authorization to be able to talk about the claim?
[AGENT][NEUTRAL] If you wanted to try the three-way calling.
[CUSTOMER][NEUTRAL] Well, I, I always call.
[CUSTOMER][POSITIVE] I always call and I never have a problem because I'm on the claim.
[CUSTOMER][NEUTRAL] I'm on the policy.
[AGENT][NEUTRAL] Right, you're on the policy, but I can't give information except for only for yourself.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Without his consent.
[CUSTOMER][NEUTRAL] Oh well I
[CUSTOMER][POSITIVE] I never had that problem when I called.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] About this claim, so mm.
[AGENT][NEUTRAL] Now if you wanted to try the 3 way call.
[CUSTOMER][NEUTRAL] Cannot.
[AGENT][NEUTRAL] I'll, I'll hold if you want to do that, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, I can call him.
[CUSTOMER][NEUTRAL] OK. Hold on one second.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] Hello, [PII], are you there? Yes. OK, ma'am, are you there? OK. Hi, how you doing? Mhm.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] Yes, I'm here. Hi [PII], this is, I'm good. How are you doing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, I need to verify some information with you, sir. Can you just please give me your date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you sir and is it OK if I discuss your claim with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's my wife.
[AGENT][POSITIVE] OK, alright, I'll make a note of it. I appreciate you taking your time to verify your policy for me and give me consent.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] OK, [PII], you can hang up or you can stay on the line, either or. I'll hang up. Alright.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, alright, so I've got the I've got the claim pulled up, um, the claim number is 3589137. It is for data service [PII] and.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's pended right now because we are waiting for information from Doctor [PII] to review the claim.
[CUSTOMER][NEUTRAL] Doctor who?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, that's, is that like one of your doctors? It's not my doctor. It's not our doctor.
[AGENT][NEUTRAL] Uh, I, I'm not sure that's the remark that's on the claim, why it's pended. It's under review for by Doctor [PII]
[CUSTOMER][NEUTRAL] OK, well that might be one of y'all doctors from the claim department or something.
[AGENT][POSITIVE] It, it could be somebody that's helping, yes, ma'am. I would give it, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Cause it can take up, I noticed that you sent it on on the [PII]. It can take up to 15 days if nothing else is needed. So now they're needing um that review.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I would give it um about 3 to 5 days and call back and check and see where the status is at that time, give them a few days to get that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well thank you, yes ma'am. I just wanted, I wasn't sure what that meant, so that's why I was calling.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. All right. You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.