AccountId: 011433970860
ContactId: 7e8e1a54-737c-4bb5-aa44-1196637011ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272859 ms
Total Talk Time (AGENT): 106799 ms
Total Talk Time (CUSTOMER): 124979 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7e8e1a54-737c-4bb5-aa44-1196637011ff_20250414T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I was calling cause I sent in some claims on [PII]. Um, I sent in some wellness claims which were paid, and then I also sent in, um, for my husband a cancer claim which has not been paid but they requested more information. I sent that in on [PII], so I was calling to see if they have processed my claim as a that. Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check on the status of your husband's claim, the cancer claim, is that correct?
[CUSTOMER][NEUTRAL] I'm gonna go take a stuff.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you. OK, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] So she is not.
[CUSTOMER][NEUTRAL] It's 1415882.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, give me a
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A woman who is.
[CUSTOMER][POSITIVE] Thanks to all of them.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I will need to verify several things.
[CUSTOMER][NEGATIVE] You're not going to UPS.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] With you first for security.
[CUSTOMER][NEUTRAL] Why y'all see that?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] I said I will need to verify several things with you. First, for security and any information I'm able to provide would be a verification of benefits and not a guarantee of payment. So first off, what is your husband's name and date of birth and then your date of birth?
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. The whole mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we have on file is the phone number you gave me. So that is your cell phone number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Get a supported.
[AGENT][NEUTRAL] Firstly, the email address, please?
[CUSTOMER][NEUTRAL] I'm sorry, say that he can you say that again.
[AGENT][NEUTRAL] That we have the email on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do see that that information is still in line for review, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, still in line for review so that meaning that they haven't looked at it yet, is that what you mean?
[AGENT][NEUTRAL] Correct. Yes, ma'am. Uh-huh. It's not been processed yet.
[CUSTOMER][NEUTRAL] OK. Um, and what's the, the normal processing time, do you know?
[AGENT][NEUTRAL] Approximately 2 weeks on this type of policy and it could be.
[AGENT][NEUTRAL] a little longer few days, and that's business. Yes, ma'am. About, about 2 weeks and that is business days. It doesn't include the weekends.
[CUSTOMER][NEGATIVE] Um, your phone cut out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. OK. OK, thank you.
[AGENT][NEUTRAL] So it should be soon. Yes, ma'am. Well, you're welcome. And then you all should also receive a text alert.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Once the claim has been processed because I can see that you're set up in the portal, the online service center and you did opt in for text notification alerts, so yes and you should receive that also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, OK. All right, well thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And is there anything else I can help you with this afternoon?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope that you have a nice evening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Hey what are you gonna do?