AccountId: 011433970860
ContactId: 7b307386-ecf8-4508-9825-1dbcb6ce2517
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335579 ms
Total Talk Time (AGENT): 118153 ms
Total Talk Time (CUSTOMER): 170352 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7b307386-ecf8-4508-9825-1dbcb6ce2517_20250210T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I need to talk about my claim please.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am 138.
[CUSTOMER][NEUTRAL] 1309
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] [PII]. OK. And Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Your email address. I like your email name. It's pretty cute. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you say you're calling about a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] There's one pending, it's in medical review.
[CUSTOMER][NEUTRAL] I just wanna know what the status of this is.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK. I'm showing it's still in medical review. It doesn't give me a status just yet. Um.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, it just shows that it's in medical review. I don't show that it's been released yet, um.
[CUSTOMER][NEUTRAL] Is there any way, I have a man coming. I planned this after my surgery, before my radiation, and I have a man coming this weekend, you know, and I figured my APL claims turn around fairly quickly. And I have a man coming this weekend to put a covering over my car area because I'm going into radiation and
[CUSTOMER][NEGATIVE] You know, we're going into rainy season. I have 7 weeks of radiation. So he's putting the cover over my car area so I won't get wet during radiation, you know, and do I cancel him now? Because, you know, this has been almost a month and it's been at APL and APL never takes this time to turn this claim around and now all of a sudden, you know, we're back to.
[CUSTOMER][NEGATIVE] You know, I, I, I don't mean to be rude or anything. I mean, you know, the correspondence, you know, is there any more information you need from me? You know, what do I need to cancel this man on the weekend coming to do the stuff at the house? because is this claim gonna be finished by then, you know, what's the.
[CUSTOMER][NEUTRAL] What should I do?
[AGENT][NEUTRAL] OK. Well, I can see if I can get an exam where I can see where it is as far as review, if it's been reviewed yet, but give me one moment, please.
[CUSTOMER][NEUTRAL] OK, I don't mean to be rude and please forgive me for sounding like I'm rude, but you know I.
[AGENT][POSITIVE] No, no, I don't, I don't think you're rude. Um, you have, you have things you can to take care of. You just want to know, so I completely understand. Yes, ma'am.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Well, I'm trying
[CUSTOMER][NEUTRAL] Yeah, well, you know, none of this stuff is cheap. I mean, you know, and I go into radiation every day that I go into radiation, I have to pay a part of it, you know, and that's the reason why I have spent all of these years buying all of this insurance is so if the event came, and unfortunately it did, then I have this to help pay the expenses that need to be paid.
[AGENT][NEUTRAL] Yes, ma'am. But uh give me one moment, see if I can get an examiner, see if I can give a um
[CUSTOMER][POSITIVE] Yes ma'am. All right, thank you.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one moment, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you very much
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] No, you're fine, you're fine.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] ATO this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] I care team. I have an insured on the phone. It looks like her claim is in review and she
[AGENT][NEUTRAL] I really want to know when it will be done because she said she has someone coming to her house this weekend and she wants to make sure her claim is processed um before he does.
[AGENT][NEUTRAL] And looks like it's in medical review, but I'm not sure how long that usually takes, and so she's just curious as far as where it is in processing.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 1381309.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. I can speak with her, but with the medical reviews, just, uh, FYI, they don't have a turnaround time. Those are just, um, case by case basis. Mhm cause sometimes it, yeah, they take a while. But yeah, you can send her over.
[AGENT][NEUTRAL] Oh, whenever he's finished?
[AGENT][POSITIVE] Yeah, bless it. All right, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Have a great one.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm.