AccountId: 011433970860
ContactId: 73c9d963-5859-4042-8fc5-d2812d062904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333970 ms
Total Talk Time (AGENT): 167203 ms
Total Talk Time (CUSTOMER): 170681 ms
Interruptions: 2
Overall Sentiment: AGENT=3.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/73c9d963-5859-4042-8fc5-d2812d062904_20250117T17:54_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh yes, [PII], this is [PII] and I thought I brought my
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Number with me and I ID but I'm not sure what this is. I think this is actually a claim. It's 354-801-1.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at that for you today, my friend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're having a great day, Miss [PII]?
[CUSTOMER][POSITIVE] I am. I'm taking care of a [PII] old great grandbaby and she is a delight.
[AGENT][POSITIVE] That is exciting. I love when they're so cute and they smell like a new baby.
[CUSTOMER][POSITIVE] It is exciting.
[CUSTOMER][NEUTRAL] Oh I know it.
[CUSTOMER][POSITIVE] Uh-huh, and they're just now starting to really grin and coo and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It's fun. We had 2, born 2 days apart.
[AGENT][POSITIVE] That's even more fun. OK, that's exciting.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It is exciting. Little boy and little girl.
[AGENT][POSITIVE] Oh, they're gonna be best friends.
[CUSTOMER][NEUTRAL] Yes, I will, and they both live here so.
[AGENT][POSITIVE] Oh perfect so you get to see them, yes.
[CUSTOMER][POSITIVE] Makes it really nice.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And Ms. [PII], do you mind real quick if I get a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. And I was able to pull up that policy. Um, I do just need to verify some information with you if you could verify with me your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. And then I do need to verify as well your um mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then just the email address on file if you can.
[CUSTOMER][NEUTRAL] Uh [PII]. I have too many of them.
[AGENT][NEUTRAL] No, that's OK. I have like 5, I understand. And how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] OK, I finally got the pathology report. I've been trying for, I don't even know how long, and come to find out that they had a little thing I had to do like hoops, you know, jump through hoops. So, do I need to do another uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Form the cancer claim form.
[AGENT][NEUTRAL] Oh no, you just need to, if you just submit that pathology report, they'll be able to know exactly where it needs to go. Um, I'd recommend uploading it through the portal.
[CUSTOMER][NEUTRAL] To include that.
[CUSTOMER][NEUTRAL] OK, now let me ask you this.
[CUSTOMER][POSITIVE] Oh, you do? OK. That would be great. OK, I will do that.
[AGENT][NEUTRAL] Yeah, yeah, it's um.
[AGENT][POSITIVE] In my opinion, it's so much easier. Like I, I don't trust mailing things, especially if it took you forever to, to get it because you never know what's going to get lost in the mail. Um, so if you do end up mailing it, you know, make copies, um, and keep the original, and then, but yeah, if you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Um, I see that you've used the portal before, so you can either scan it or you can like take pictures of it on your phone and turn it from a photo to a PDF and upload it. Um, there's a lot of different avenues you can do, but I would just highly recommend that online service center. It's gonna be the quickest way to get it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. That would be great then. That is exactly what I was hoping you would say. Now let me ask you another question. Um, I know that this is supposed to be cancer and catastrophic or whatever, however y'all have worded it on that one.
[CUSTOMER][NEUTRAL] Um, my husband also has some heart issues that ended up him up in the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will, will I be able to submit that and see if those things are um.
[CUSTOMER][NEUTRAL] Oh, what do you call it?
[CUSTOMER][NEUTRAL] Uh, refer uh.
[AGENT][NEUTRAL] Yeah, like if there's benefits.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Yeah, I highly recommend that. I'm a big fan of like submit everything. I think it makes more sense to have something come back as denied than to miss out on benefits that could have been payable, um, because we didn't submit. Um, it's kind of one of those things like it's better to submit it and not have it than, you know, not submit it and miss, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And wonder
[AGENT][POSITIVE] Yeah, and wonder what it could have been. So I highly, highly recommend going ahead and, um, and sending it on into us, um, even, even if it gets denied and you find out it's something doesn't fall in for review of your policy, you at least tried instead of, you know, thinking it wasn't going to go through and missed out on benefits.
[CUSTOMER][NEUTRAL] Why I didn't do it later.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great.
[CUSTOMER][NEUTRAL] True, that's true. OK. Well, as long as I didn't, I thought they may have seen my name and go running, but that's good to know that it's better to to just send it in and see what happens.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] All right. Well, I will take care of that and I will upload this other one right now or not right now, but as soon as I get back home.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Perfect. Awesome.
[CUSTOMER][POSITIVE] And we'll get that started. I thank you very much.
[AGENT][POSITIVE] Yeah, it's my pleasure and if you need help along the way you have any issues that come up just give us a call and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] All right. You've done great so far. I'm telling you. I've been very pleased.
[AGENT][POSITIVE] Oh, thank you. I'm really glad to hear that.
[CUSTOMER][POSITIVE] All right, well you take care and you have a blessed weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. You take care and enjoy. Hopefully you get a long weekend. I hope you enjoy it with your grand.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's right, thank you.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.