AccountId: 011433970860
ContactId: 6a2511f0-d082-4bd8-ac52-6a5db521cc08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403290 ms
Total Talk Time (AGENT): 213449 ms
Total Talk Time (CUSTOMER): 183963 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6a2511f0-d082-4bd8-ac52-6a5db521cc08_20250129T19:37_UTC.wav
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[AGENT][NEUTRAL] Good morning, or excuse me, good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I have a question. I had filed the claim on my cancer insurance. Well, I had my daughter to help me do it, but she accidentally put it on, uh, the accident policy.
[CUSTOMER][NEUTRAL] And I need it on the cancel policy and I didn't know if that made a difference or not.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], so your daughter uploaded some information to the wrong policy number for you for a claim?
[CUSTOMER][NEUTRAL] Yeah, she said she didn't know which one to put it on, so she put it on both of them, but I see that they had filed it under the accident claim.
[AGENT][NEUTRAL] OK, yes ma'am, so I can take a look at that for you. So Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and your policy number?
[AGENT][NEUTRAL] Or one of them?
[CUSTOMER][NEUTRAL] It's 108.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 936 9.
[AGENT][POSITIVE] OK, thank you. So give me.
[CUSTOMER][NEUTRAL] And the claim number, you want the claim number?
[AGENT][NEUTRAL] OK. No, ma'am, I will, but not, not yet, Ms. [PII]. I need to verify several things with you first for security. So just one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and any information that I do provide for you, Ms. [PII] will be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have 2 different phone numbers for you and one of them is the same as you gave me. What is another number that we could also have on file for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You probably have my husband's number. Let me, I don't know about her but and I get it for you.
[AGENT][NEUTRAL] All right. Uh.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, all of my kids and almost by water.
[CUSTOMER][NEUTRAL] It's [PII], is that it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am. This one ends in a [PII].
[AGENT][NEUTRAL] Do you have a cell phone? Or is your cell phone number the [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] My cell phone number is [PII] and that would be the only one that I would give you.
[CUSTOMER][NEUTRAL] So I don't know if that's a mistake or not. They said well my husband's number because when I did the claim, I did it, you know, from work, so.
[AGENT][NEUTRAL] OK, so the last thing to verify is gonna be your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII] for verifying your information. So I can see that on the [PII], yes, ma'am, some information was uploaded on this policy for review. It's still in line for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is
[AGENT][NEUTRAL] Should it have been uploaded to this policy, or are you saying that it should have been uploaded to your other policy?
[CUSTOMER][NEGATIVE] No, it should have been, it should have been uploaded to the cancel policy.
[AGENT][NEUTRAL] This is the cancer policy.
[CUSTOMER][NEUTRAL] OK, the one that I'm showing mine is uh it's under the accident policy.
[AGENT][NEUTRAL] The policy
[AGENT][NEUTRAL] OK. The number that you gave me is your cancer policy. The 108.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 936 9.
[AGENT][NEUTRAL] That's your cancer policy number. Uh-huh, and your information.
[CUSTOMER][NEUTRAL] Yes, that's the cancel policy, but uh.
[CUSTOMER][NEUTRAL] The number different
[CUSTOMER][NEUTRAL] The file the bundle was 3553949.
[CUSTOMER][NEUTRAL] Now on my phone, that's what it's showing that it was on my, on my side it's showing that it's on my accident policy, but I don't know if you all took it still cause she said she did both of them because she didn't know which one to go with because I wasn't here when she did it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so it looks like she did upload it on both policies and of course they would review it under both policies. So that one you should be able to see was the one that was uploaded to your accident policy. That claim was processed.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And you should be able to see that claim number, right, and that is the one, and that was um denied.
[CUSTOMER][NEUTRAL] Yeah, I see that one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there's other information and you can see the I can read you the remarks on the denial for the accident policy, but you can also see them in your portal. So do you want me to read those to you?
[CUSTOMER][NEUTRAL] Yes, because I'm not, so was that on my accident? I knew it was gonna be denied once you put it on accident because it wasn't an accident, yeah.
[AGENT][NEUTRAL] Yes, so the accident was denied, correct. So it was denied, but it would still get reviewed because she uploaded it to that policy. So it was reviewed and just denied under your accident policy. The information that has been uploaded on your cancer policy is still in line for review.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mhm. Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that ought to be being reviewed within just the next few days.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] But it's still in line for review.
[CUSTOMER][NEUTRAL] Oh, OK, let's see, that's the one that I was, I, I just didn't know whether they, she said she had put it on the both of them and I said, well then they just showing the accident maybe they didn't get to cancel one.
[AGENT][NEUTRAL] And ma'am, if you um you should be able to see in your portal there's a confirmation number on your cancer policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where she uploaded that information and that doesn't have a claim number assigned to it yet that's what's still in line for processing mhm that's the one that's still in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, that's probably why I can't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK then, well, this is what I wanted to make sure that you wanted to make sure that it was at the right place and I just happened to go look at it and I said, no, I said something ain't right there, she said, I, I said To you, what did you do? She said, Well, mama, I didn't know which one.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I can put them on both of them, so OK, that'll work.
[AGENT][POSITIVE] Got all your bases covered. She just got out, she just was looking out for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that's that's, that's how they do. Alright, thank you so much, but that's all I needed to know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That's right. Well, you have.
[AGENT][POSITIVE] OK, Ms. Well, that's all I can help you with. Thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Mhm mhm. OK, you too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.