AccountId: 011433970860
ContactId: 77e2cd89-7b32-4a89-8b08-a2e30d2b33b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464140 ms
Total Talk Time (AGENT): 106980 ms
Total Talk Time (CUSTOMER): 162746 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/77e2cd89-7b32-4a89-8b08-a2e30d2b33b1_20250211T15:03_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My my name is [PII], and uh, I've been having issues. I, I filed a claim on my cancer insurance, but every time I go to submit documents I hit submit, but it don't ever let me go any further to close to complete the claim thing. They did send me a.
[CUSTOMER][MIXED] A payment of $100 but I mean I had a lot more. I think they would have covered more than that.
[CUSTOMER][NEGATIVE] But uh I don't know why it won't accept my I hit submit for my documents. It's under 20 megabytes, but it doesn't go any further than that. It don't let me complete the uh.
[AGENT][NEUTRAL] We may have an issue going on with our online service center. I had another call where someone wasn't able to get on, but what's your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 246-166
[AGENT][NEGATIVE] But it sounds like it's missing a number.
[AGENT][NEUTRAL] I said 246166. And what's your last name again? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, that's what it had on the uh.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] 02461666.
[CUSTOMER][NEUTRAL] I forgot to tell you a 6. It's 3 6s at the end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII], home address is [PII]. Email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me send out a message and see uh if there's we're we're having issues with our online service center. Give me one moment.
[CUSTOMER][NEUTRAL] I tried sending some uh.
[CUSTOMER][NEUTRAL] I tried sending some of the document documentation too when I originally filed the claim.
[CUSTOMER][NEUTRAL] But it it wouldn't let me uh complete it then either.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I apologize. I haven't received any word back, but it could be because we, uh, we may have issues with our online service center and our IT may be working on it. Um, the only other way I can say you can submit a claim is you can fax it or you can mail it to us. If you like I can give you a fax number.
[CUSTOMER][NEUTRAL] Yeah, give me a fax number and I, I'd have to get home. I don't, I don't have a fax machine though.
[CUSTOMER][NEUTRAL] Go like uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me know when you're ready. I can give you that fax number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, go ahead, give me the fax number and I'll see if I can find a fax machine somewhere.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'll have to see if I can get all the uh information together and.
[CUSTOMER][NEUTRAL] Fax it to y'all.
[AGENT][NEUTRAL] Yes, sir, because I'm thinking they have an issue.
[CUSTOMER][NEUTRAL] Alright, because I'm thinking they just didn't get any of my forms that I sent when I filed the claim because they gave me a uh.
[CUSTOMER][NEUTRAL] They say it was processed and they gave me a uh.
[CUSTOMER][NEUTRAL] A claim number and everything else and they say $100.
[CUSTOMER][NEUTRAL] That they had deposited or whatever they just gave them uh.
[CUSTOMER][NEUTRAL] Well that's the file.
[AGENT][NEUTRAL] Well, this looks like uh the claim that was processed was like a preventative for PSA.
[CUSTOMER][NEUTRAL] Yeah, I had uh.
[AGENT][NEUTRAL] And [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I had a colon cancer, and uh, I submitted the sheets for the path of me, but I don't know if they ever went through or not.
[AGENT][NEUTRAL] Under the same name from where they process the preventative or from the information you were wanting to.
[CUSTOMER][NEUTRAL] So I'm gonna try to
[CUSTOMER][NEUTRAL] Uh, I thought the PSA was for the pathology report. I might have explained the wrong thing. I don't know.
[AGENT][NEUTRAL] Let me one moment, let me look at this claim.
[CUSTOMER][NEGATIVE] I might have to go back and make a whole another claim and and submit the documents for it.
[AGENT][NEUTRAL] Well, the claim information we received was for wellness claim for PSA on [PII]. I don't show anything about receiving a pathology report for.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, after having a colonoscopy.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to call.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to, uh, probably redo another claim then I and try and file the paperwork for it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am that's my my my thing. I probably clicked the wrong deal when I was going through it.
[AGENT][POSITIVE] OK. Well, uh thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thanks for your assistance. Bye bye.
[AGENT][POSITIVE] Yeah, you're welcome. Bye.