AccountId: 011433970860
ContactId: 767fb623-cd09-472b-b918-5113a63f3828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269209 ms
Total Talk Time (AGENT): 127168 ms
Total Talk Time (CUSTOMER): 90647 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/767fb623-cd09-472b-b918-5113a63f3828_20250321T19:45_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I was calling to check on my claims.
[AGENT][NEUTRAL] OK, uh, sure, yes, I can assist you with claim status and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Status
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I don't let me, give me one second. Let me sign in here and get it. I just had it pulled up and it logged me out.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Come on now. OK, it is 254.
[CUSTOMER][NEUTRAL] 8904.
[AGENT][NEUTRAL] And for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII] and the mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and the claims um are for yourself or is it for a dependent?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's for [PII], my wife.
[AGENT][NEUTRAL] OK, the claim is still in line to be processed. It looks like uh additional information was received on yesterday.
[CUSTOMER][NEUTRAL] OK, there, there's nothing else, uh, no update available. I'm looking at the lump I'm looking for the lump sum benefit payment right now, and I have other stuff to submit for, uh, a colonoscopy and a CT and uh.
[CUSTOMER][NEUTRAL] Chemotherapy.
[AGENT][NEUTRAL] Mm, OK, um, yeah, right now, um, again, the additional information is just received, so it has not been processed. It goes to the claims department to be processed and then once they look at the information they'll go ahead and get a determination, but right now it's just not been reviewed completely yet.
[CUSTOMER][NEUTRAL] There's that's the only that's the only thing updated that they received that they're reviewing it still.
[AGENT][NEUTRAL] Mhm. Yeah, that's the only thing I got here right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, what do you think would be a good time to call back if I haven't received an update like?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] In the next couple of days or something.
[AGENT][NEUTRAL] Uh let me see one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we have um requested medical records. So until we receive the medical records, then we'll have a full determination. So basically, we still need to receive that information and so I'm not gonna be able to give you a specific date because we have not received the medical records yet.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And after we receive the medical records, it's gonna be no no like normal processing time, which is up to 14 business days. Um, it could be sooner, but I cannot guarantee it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, that's fine. I'll just, I'll just call back, you know, randomly and check on things if I don't hear anything.
[AGENT][NEUTRAL] All right, that's fine, and you will see any changes will go through the portal. If you go through the website and look into it, you will see if there's the changes to the claim. If you see a claim number or if you see that it's processed, you can click on it and it will tell you if we still need any information or if it was a request. Uh, it will just keep you updated if you do it like that as well, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll do that then.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.