AccountId: 011433970860
ContactId: 8ab4888b-7ea1-4864-aeba-32ec33625ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400929 ms
Total Talk Time (AGENT): 115218 ms
Total Talk Time (CUSTOMER): 103335 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8ab4888b-7ea1-4864-aeba-32ec33625ff9_20250110T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, and um I, I'm calling because uh I had a critical illness.
[CUSTOMER][NEUTRAL] Insurance and I had made a claim that I was recently diagnosed with multiple sclerosis and uh.
[CUSTOMER][NEUTRAL] It was uh it was questioned, so we appealed it and I, I've been waiting on the appeal for at least 2 weeks now. I'm just calling to see how, how it's going.
[AGENT][NEUTRAL] OK, what's a good call back number for you if we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have the policy number on me.
[AGENT][NEUTRAL] OK, one moment while I try to get to a screen where I can look that up and then I'll be able to assist you with the status on that appeal.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] I'm sorry. Uh-huh, you went out.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's, it, it went out again. I hear [PII], but when you get to the next two numbers, I know what you're saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The 43 OK 616-962.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] Damn it
[AGENT][NEUTRAL] Verify your date of birth followed by your physical mailing address please.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And what else you needed? I'm sorry.
[AGENT][NEUTRAL] Your physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information. And give me one moment to look up what, what's going on with that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, give me one moment, I'm gonna place you on a brief hold thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know it should look like him.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] checking to see a lot of effects on this today.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for patiently waiting. So I had to review the notes on the account. So when you called in on [PII], you were told that um they sent a letter to Doctor [PII] because they wanted to know why he or she did not want you to get a pump uh uh a lumbar puncture. Um, there's been a lot of back and forth about the facts in the.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh, yeah.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] They have notated everything. Finally, on [PII], they were able to get Doctor [PII]'s office and uh let's see, [PII] from Doctor [PII]'s office called and said they received it one yesterday, which would have been [PII], and to allow time for [PII] [PII] to review it and submit his answer. So you might, you wanna see it with Doctor [PII] because that's where it's at right now. We're waiting to get his or her response back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, so you're still waiting on Doctor [PII] to respond back.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] What they have received it OK.
[AGENT][NEUTRAL] OK, and anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's it. I was just, you know, making sure we've been waiting on this, you know, since.
[CUSTOMER][NEUTRAL] Before November and it's just, you know, I know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][MIXED] It it's just, you know, been a very aggravating process, the fact that we had to go through all this anyway, but, but yeah, uh, OK, uh, alright, uh, thank y'all.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] All right. You have a good day and take care, OK? Thank you for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Uh