AccountId: 011433970860
ContactId: 67847e4b-59e5-4987-b764-15615b47b9c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320500 ms
Total Talk Time (AGENT): 110339 ms
Total Talk Time (CUSTOMER): 212370 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/67847e4b-59e5-4987-b764-15615b47b9c9_20250210T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] ATO this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on care team. I have an insured on the phone. It looks like her claim is in review and she.
[CUSTOMER][NEUTRAL] I really want to know when it'll be done because she said she has someone coming to her house this weekend and she wants to make sure her claim is processed um before he does.
[CUSTOMER][NEUTRAL] And looks like it's in medical review, but I'm not sure how long that usually takes, and so she's just curious as far as where it is in processing.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 1381309.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right. I can speak with her, but with the medical reviews, just, uh, FYI, they don't have a turnaround time. Those are just um case by case basis. Mhm. Cause sometimes it, yeah, they take a while. But yeah, you can send her over.
[CUSTOMER][NEUTRAL] Oh, whenever he finished?
[CUSTOMER][POSITIVE] Yeah, bless it. All right, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Have a great one.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I have a claim in.
[CUSTOMER][NEUTRAL] Medical review.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was just wondering, I have, I'm fixing to start radiation, and I had scheduled a gentleman to come and put a cover over my parking area at home so that the rainy season's coming and I'm gonna be doing radiation 5 days a week by 7 weeks and I have him scheduled for this coming weekend to come and put the, the cover on, but I don't want to do it if this claim is still gonna be 2 or 3 more weeks before you pay out.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK, sure. Um.
[CUSTOMER][NEUTRAL] So do I need to cancel him or what?
[AGENT][NEUTRAL] I do have your policy pulled up. I show that um actually, your claim is currently being processed and will be completed by the end of business day today.
[CUSTOMER][POSITIVE] Oh, OK, praise [PII], OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, I, I'm, I don't mean to be rude, you know, I, I'm on borrowed time anyways with the cancer and everything, and then, you know, this whole radiation, you know, I went through 26 horrible weeks of chemotherapy, and now they say that, you know, radiation, you know, at least on chemotherapy is once a week. And now radiation is gonna be every day, and, you know, so I'm a little overwhelmed at the fact that doing something every day.
[CUSTOMER][NEUTRAL] And then not knowing what to expect and then now we're coming up in rainy season so I was like, you know, I'm trying to get everything done before I start radiation.
[AGENT][NEUTRAL] Understood, yep, it's no problem. Yeah, the, the claim, uh, in your claim just took a bit longer than uh usual because we had to send it off for medical review, but, uh, that review, I see that that claim is actually in process now, so the review has come back and the claim will be finalized today.
[CUSTOMER][POSITIVE] So I'm sorry
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there going to be a payout on it though? I, I know you can't disclose that, but.
[AGENT][NEUTRAL] Um, not at the moment because it hasn't been finalized, uh, but that information will be available, um, once it is finalized, and that'll be by the end of today, but it definitely will be finalized on today.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] OK. All right. I'm just, you know, trying to, this, you know, if you've never had it before, cancer is just something that you don't know what to expect, you don't know how it's all gonna play out, and then, you know, everything's so overwhelming that you just don't know what to do.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Understood, yeah.
[CUSTOMER][NEGATIVE] So is there anything that I need to do for the radiation to make that go? I mean, I don't know how y'all did it because I had to call for all of those bills to send to y'all and I didn't understand not one of them. I didn't understand the pathology report. I didn't understand the bills. I didn't understand any of it. So, you know, I gave all y'all the credit in the world because I didn't understand any of it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, yeah, thank you. Yeah, we absolutely look at these um documents daily, so we know what to look for and how to associate it with your policy. But I don't, you haven't submitted for your radiation yet, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, I start, uh, Tuesday next week. That's why you know I'm like oh my gosh, have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, gonna say I don't see it in the history.
[CUSTOMER][NEUTRAL] I have the um thing coming you know the.
[CUSTOMER][NEGATIVE] The, the, the, he's making the thing, the cover for the parking, because with the rain, you know, the, that's the last thing the lady said, you know, you don't want to get sick, you don't want to get, you know, it's, it's gonna make you so tired that, you know, you can barely keep on going. And she said, the last thing you want, you're, everything's gonna be down. You don't want to get sick. So that's when I called for the man to come and put the, the cover over the cars. So,
[AGENT][NEUTRAL] Understood.
[CUSTOMER][POSITIVE] All right. Well, thank you very much for answering my question today, ma'am.
[AGENT][NEUTRAL] Mm, no problem, Ms. [PII]. Is there anything else I can help you with? Oh, no, no, you're fine.
[CUSTOMER][NEUTRAL] And I'm sorry if I was rude.
[CUSTOMER][POSITIVE] No, ma'am, thank you very much. All right, have a good day and God bless. Alright, bye bye.
[AGENT][POSITIVE] OK. Thank you. Thanks for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye