AccountId: 011433970860
ContactId: 70c67907-dedb-4ced-bdda-61edd42b4cd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300899 ms
Total Talk Time (AGENT): 176076 ms
Total Talk Time (CUSTOMER): 133148 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/70c67907-dedb-4ced-bdda-61edd42b4cd0_20250210T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon, uh, this is [PII] from Mashm concrete.
[AGENT][NEUTRAL] OK, I, I didn't catch your name. Your phone was uh breaking out. What did you say, ma'am?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Mash Meyer Concrete.
[AGENT][NEUTRAL] OK, [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. [PII]. All right. Thank you, [PII]. Let me have that policy number you're calling in reference to [PII].
[CUSTOMER][NEUTRAL] Oh yeah. Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was ready before.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, it's for policy number 224.
[CUSTOMER][NEUTRAL] 4326.
[AGENT][NEUTRAL] All right. And this is for Mr. [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and this is on his uh uh his cancer policy, critical illness cancer policy?
[CUSTOMER][NEUTRAL] Critical, critical illness. Yes, we
[AGENT][NEUTRAL] Yeah, uh-huh, yeah. Go ahead.
[CUSTOMER][NEGATIVE] He also made a claim for his critical illness and uh cause he had a stroke and uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He was telling that you guys did receive this so we just can call because I have a.
[CUSTOMER][NEUTRAL] I didn't have like a confirmation page number that it was submitted, but I don't, um, I don't know what's going on so I was just asking for, you know, status and see what's going on and what kind of can we do to help him and any information you can give me.
[AGENT][NEUTRAL] OK. I can help you because you, you're with the employer, correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, I would like for I, I kind of get over when I heard your name because I think we talked before and we sometimes email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Cause yeah, cause yeah, we talked that that we don't talk, yeah, we don't talk before, yeah, you, we'll email each other and everything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me tell you what they're telling him that he needs. OK, they said they need to itemize bills or the medical records for your claim receipt of your claim is acknowledged. However, in order to provide further consideration of your claim, we will need the itemized bill for treatment receipt and the medical records for this data service because this particular policy pays a one-time lump sum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So he needs to send in his medical records for that medical condition from the date that he went to see the doctor, emergency room where he went. He needs to send all of his medical records because it's based on a certain type of stroke, what if this benefit would be payable, and the only way we could be able to determine that that he needs to and even on the claim form, it tells you to submit your medical records with it, and he must have then sent his medical records with it.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yes, so that's what they're asking for.
[CUSTOMER][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] We kind of did, well, we didn't kind of did, we did and
[CUSTOMER][NEUTRAL] I, I don't understand. OK, but he's missing.
[AGENT][NEUTRAL] I can bring up, I can bring up what was sending. Let, hold on, let me tell you what was sending. OK, let me.
[CUSTOMER][NEUTRAL] Yeah, his, his, his medical records like 300 pages, it's 233 pages.
[AGENT][NEUTRAL] Let me see. OK, let me see if we get it because we only have one claim out here. And let me tell you what it is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I can submit that right now, but I know he has not submitted to me.
[AGENT][NEUTRAL] OK. OK. Oh, it's only it's, it's only 11 pages, so he did not submit his medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, I can submit that for him, but the only thing that he's having issues getting, and I don't know why, because cleaning clinic has provided this to my other team members before. I don't know. He's having issues to get the UV, the universal form. I don't know. He said that they will not give it to him. I don't understand why.
[AGENT][NEUTRAL] Well, well, really, really, they, they said, they said the medical records or the itemized bill, that's what it said on the thing. So tell him to, to submit his medical records. uh, let me see. CLR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna do that. I'm gonna do that for him. I do have it because, um, do you think I should put a.
[CUSTOMER][NEUTRAL] A note or, or, well, I guess I can. I just wanna.
[AGENT][NEUTRAL] Yeah, just put, just put on, just put on, put put if you, if you submit it for him, make sure you have his name on there, his, uh, policy number on there, you can reference claim number 353-9168.
[AGENT][NEUTRAL] And then you can put on there per previous claim request medical records for Mr. [PII]. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, that's what I would do. All right. All right. Anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] You see, OK, OK.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] No, that will be all. Thank you very very much, Ms. [PII]. You have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.