AccountId: 011433970860
ContactId: 8ba95ced-1104-4504-be2d-6b05dc57455f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702710 ms
Total Talk Time (AGENT): 273750 ms
Total Talk Time (CUSTOMER): 247324 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8ba95ced-1104-4504-be2d-6b05dc57455f_20250213T13:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] How you doing? Good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I have a question.
[CUSTOMER][NEUTRAL] My name is [PII] and
[CUSTOMER][NEGATIVE] Uh, I had a claim that went through yesterday, uh, that was complete, but I don't think I'm getting paid for it. I was wondering why.
[CUSTOMER][NEGATIVE] Did they even, I mean, why did they even do a claim?
[CUSTOMER][NEGATIVE] Uh, complete a claim that I'm not getting paid for.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have my social.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just one second, let me get that pulled up.
[AGENT][NEUTRAL] Mr. [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] My email is [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you and is a good callback number the [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, sir. Are you calling on your accident policy?
[CUSTOMER][NEUTRAL] Yes ma'am. I have a, I have a claim number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, what's that claim number?
[CUSTOMER][NEUTRAL] 356.
[CUSTOMER][NEUTRAL] 1756.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] They signed a claim went through but I don't think I'm getting anything for that claim.
[CUSTOMER][NEUTRAL] That's the awareness.
[CUSTOMER][NEUTRAL] For blood work.
[AGENT][NEUTRAL] OK, so let me look.
[AGENT][NEUTRAL] OK, give me that claim number one more time.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let me take my glasses 3561756.
[AGENT][NEUTRAL] Um, that's not a that's not a valid claim number.
[CUSTOMER][NEUTRAL] That's not a claim number. That's what they, that's what they emailed me yesterday, I mean, uh, text me yesterday 356.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's what the text. OK, the text read, uh, your claim is now completed. Reference to following following claim number is 3561756.
[AGENT][NEUTRAL] OK, so let me look.
[AGENT][NEUTRAL] Let me see what was processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find something that was processed yesterday.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Yes ma'am, thank you for helping me by the way.
[AGENT][POSITIVE] You're, you're so very welcome.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Bever the 155 on the still already going to LCCI Gility Legion field.
[AGENT][NEUTRAL] OK. Yes, sir. On your cancer that was on your cancer policy. And that um that was denied, but your wellness on um on your um accident policy and your critical illness have already been paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, right. Why was it canceled or not if I Beverly 155 going to [PII] Gentilly.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Concrete thing. I'm, I'm listening, man.
[AGENT][NEUTRAL] OK, uh, let me see what you had done. Let me get that pulled up.
[AGENT][NEUTRAL] If it will pull up.
[CUSTOMER][NEUTRAL] Uh, uh, it's somehow different insurance company. I'm not saying that y'all are a bad insurance company at all, but I'm saying all the insurance companies, whenever I done my blood work.
[CUSTOMER][NEUTRAL] They didn't deny me my cancer cause all that was in the blood work, but.
[AGENT][NEUTRAL] Yeah, with the, with the cancer policy, it does have to be a cancer screening test. So let me see what you had done.
[AGENT][NEUTRAL] Um, yeah, you had a fasting blood glucose glucose test, and that's not considered a cancer screening test. So that's not covered under your cancer policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So how much is the cancer screening on?
[CUSTOMER][NEUTRAL] How much is this, what, how, how much do they pay for the container?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] She's around $50 but let me get your policy pulled up and.
[AGENT][POSITIVE] I can tell you for sure.
[CUSTOMER][NEUTRAL] Uh, I try to do my daughter's um.
[CUSTOMER][NEUTRAL] Awareness, um.
[CUSTOMER][NEUTRAL] For their blood work
[CUSTOMER][NEGATIVE] And but the computer kept shut shutting me out and I don't know why. I called several times and nobody could tell me why, but every time I went on the computer to file their claims.
[CUSTOMER][NEGATIVE] And oops we found the error. Contact if this was just contact the [PII] number but I can't even file my daughter's claim.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] For their um awareness.
[AGENT][NEUTRAL] Yeah, so let me see if I can.
[AGENT][NEUTRAL] Let me find your screening test.
[AGENT][NEUTRAL] Um, yeah, your, your screening test under your cancer policy is $100.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so if you have like a PSA, a chest X-ray, a colonoscopy, or something that screens for cancer test, um, or screens for cancer, then, um, you can file that and we would pay $100 under your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And so let me.
[CUSTOMER][NEUTRAL] So what I have to send off the paperwork from the um.
[CUSTOMER][NEUTRAL] I would have to upload it from the cancer.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Screener.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And then let me look on.
[CUSTOMER][NEGATIVE] And I try to get someone to help me with my daughters and they told me they couldn't file it because every time I go on, every time I go to file there is just not letting me file. It's just um kicking me out.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Does it give you an error message or anything?
[CUSTOMER][NEUTRAL] No, just say if it's an error message you just see um something happened, uh.
[CUSTOMER][NEGATIVE] If this persists call the [PII] um number and when I call they and I don't understand. I, I tried to file the first day I mean I tried to file the same day I file.
[CUSTOMER][NEUTRAL] So they could get
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] Yes, sir. I don't, I don't know why it's not, not letting you.
[CUSTOMER][NEGATIVE] Get off the phone.
[AGENT][NEUTRAL] Um, because I do show that, um, both of your daughters are on here, so what I'll do is I'll, I'll, I'll submit a ticket to our um.
[CUSTOMER][NEGATIVE] Right, and it's not letting me do it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Our our tech support and um.
[CUSTOMER][NEGATIVE] Yeah, someone done that too before and they never got back with me. I said that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yes, sir, I'll, I'll, if they already submitted a ticket, I'll, I'll send them submit another ticket to ask them to give you a call back to see if um they can figure out why you're able to file on your daughter's but not, I mean unable able to file on yours but not your daughter's, yes sir.
[CUSTOMER][NEUTRAL] On myself.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. I will definitely submit that ticket because that does not make any sense because they're on the policy and they're active, so.
[CUSTOMER][NEGATIVE] And why wouldn't, I mean, use it when we have a problem like that, why wouldn't they let y'all do the file for us or even.
[CUSTOMER][NEUTRAL] I mean, I understand it's a is a um.
[CUSTOMER][NEUTRAL] It's a signature, but you, like I said, I can't, and then it's weird that you can't do it on your cellphone, you have to do it on a computer.
[CUSTOMER][NEGATIVE] Uh, but even when I do it on a computer with a mouse and a keyboard, uh, it's still, when I sign, you know, when I sign my initials, it's just still not.
[CUSTOMER][NEUTRAL] Letting it, um, it's still kicking them out, you know.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Still kicking it out for.
[AGENT][NEUTRAL] Uh, and that's on your daughter's?
[CUSTOMER][NEUTRAL] Yes ma'am, both of my daughters, [PII] and [PII].
[AGENT][NEUTRAL] Yes, sir. I don't, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I don't, I don't understand that and um I mean you filed on yours so there shouldn't be any reason why you shouldn't file on on um.
[CUSTOMER][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] be able to follow on your daughters. So that, that would be, that would be a tech. Um, the
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] A tech department would need to um try to figure what's going on there.
[CUSTOMER][NEGATIVE] They don't have like a [PII] number for the tech department that I could call myself cause I mean I waited like a week, two weeks um for them to respond and they never called.
[AGENT][NEUTRAL] No, sir.
[AGENT][POSITIVE] No, I will, uh, yeah, I, I will definitely do it as urgent and get um ask that they give you a call back today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's all I have.
[AGENT][POSITIVE] OK, yes, sir, and I, I apologize for the problems that you're having Mr. [PII], but um we will definitely get tech involved and um get it to where you can follow on your daughters.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Thank you for calling APO. You have a wonderful day.