AccountId: 011433970860
ContactId: 71b1cc35-9090-4785-8a18-4d7769f07417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324850 ms
Total Talk Time (AGENT): 165204 ms
Total Talk Time (CUSTOMER): 138905 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/71b1cc35-9090-4785-8a18-4d7769f07417_20250422T21:03_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]. How are you? This is [PII].
[AGENT][POSITIVE] Hey so I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that she spoke to [PII], uh, about the [PII], and [PII] told her to send some information, but it looks like we still denied the claim stating that we need additional information to complete, but it doesn't list what is needed. So she's confused and I don't see anything that I can tell her because I don't see anything either. So I don't know if you can help her with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 408307.
[AGENT][NEUTRAL] OK, let's see what we got going on for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh huh, now I got Ms. [PII] on the line.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, there's not a note, is there?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Oh God, OK, give me just a second, let me.
[AGENT][NEUTRAL] Let me see if I can find this claim if there's like a note.
[AGENT][NEUTRAL] Did you check in on base to see if there was a note on the claim itself?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I pulled the ALB and the, the only thing it's saying is claim information received but cannot process need additional information to complete. That's all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it doesn't say what, what information is needed, like, you know, usually has to list itemized bills it just they have nothing, so I'm like, OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Right, it's just like, hey, we need info, read our minds.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What if we need?
[AGENT][POSITIVE] Oh my goodness. OK. Let's see what we could possibly be asking for. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because uh I mean there's like when I look at the actual document was submitted there's not there's not any any information there either.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We're gonna figure this out, so we're gonna figure it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know how we're gonna figure it out, but we're gonna figure it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, gosh darn it.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so 48.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me put in the mail number.
[AGENT][NEUTRAL] Why is this not on the report?
[AGENT][NEUTRAL] So normally for claims that are processed.
[AGENT][NEUTRAL] They put them on like a.
[AGENT][NEUTRAL] Like a spreadsheet for this product, but recently they've changed that.
[AGENT][NEUTRAL] For only certain circumstances and this just so happens to be one of those that is not out there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe one of them.
[AGENT][NEUTRAL] Of course it is.
[CUSTOMER][NEUTRAL] Yep, that will be my call.
[AGENT][NEUTRAL] That would be too easy.
[CUSTOMER][NEUTRAL] Yeah, that would be my call.
[AGENT][NEUTRAL] right
[AGENT][NEGATIVE] What the heck, so I'm trying to leave here in about an hour. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Me too, trust me. I'm like, oh yes, I get the difficult ones.
[CUSTOMER][NEGATIVE] I don't have that much patience, you know.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, so I guess my question is the last thing we have on file for them is from [PII].
[CUSTOMER][NEUTRAL] Mm let me see.
[AGENT][NEUTRAL] And then this comes 6 years later.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is it for part one?
[CUSTOMER][NEUTRAL] Mhm. It is for part one, yeah.
[AGENT][NEUTRAL] OK, that's what I was thinking.
[AGENT][NEUTRAL] But like
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We, I mean
[AGENT][NEUTRAL] May not have our new address. This is our current address.
[CUSTOMER][NEUTRAL] Did, uh, this is a question that she asked that probably I, I, I should have just pulled up. But she said maybe you didn't get all the papers. Um, let me, let me pull the papers.
[AGENT][NEUTRAL] Yeah, because I only see one.
[CUSTOMER][NEUTRAL] Yeah, that's it. We didn't get all the papers. Yep, OK, yeah, there's the answer, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I would just tell her only one of them came through. I don't know how she sent it but only one came through or only one was uploaded on whatever the case is we only got one. I can see her note on here that's or his note that's talking about like PSA test results and stuff like that, but we ain't got nothing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you. Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yup. Got you. Yeah, I see. I should have pulled this, uh, that's it. Yeah, she said it was 15 pages. It's just one. So yeah, that's the, that's the reason. OK.
[AGENT][NEUTRAL] Yeah, but I see it.
[AGENT][NEUTRAL] It's just one
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] We got it
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We figured it out.
[CUSTOMER][POSITIVE] Oh thank you, yeah, we do, yeah, less than an hour.
[AGENT][NEUTRAL] I know, go us.
[CUSTOMER][POSITIVE] Yeah, well, thank you so much. I'll go ahead and let her know if that is fine. Thank you. You have a good afternoon. Bye bye. You're welcome.
[AGENT][POSITIVE] Oh, you're welcome. OK. Thank you, so.
[AGENT][NEUTRAL] You too. Bye.