AccountId: 011433970860
ContactId: 8f4fbb91-30a7-4352-aa74-c53e024196e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702609 ms
Total Talk Time (AGENT): 180831 ms
Total Talk Time (CUSTOMER): 177848 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8f4fbb91-30a7-4352-aa74-c53e024196e0_20250218T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, yes ma'am, um, someone was supposed to call me back yesterday about my claim, um, because it's a little bit weird situation and I never received a call back.
[AGENT][NEUTRAL] OK, I can check and see um what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 259-736-3.
[CUSTOMER][NEUTRAL] But it also has not, I'm sorry, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, go ahead, go ahead.
[CUSTOMER][NEUTRAL] Oh no, you go ahead.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have the policy number? I'm sorry, not the policy number. Yeah, I got the policy number. One moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me have the date of birth, and mailing address and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII] is my birthday.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, wait, what else is, oh, mailing address is [PII], and my email address is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so this is gonna be regarding the claim that we received.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Date of service [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check on this. Do you mind holding for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I, I went ahead and um look at the notes and it looks like um
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] On the [PII] on
[AGENT][NEUTRAL] They went ahead and send this over to the correct policy and then on yesterday they sent a request to reprocess the claim. So, um, basically whenever it's a reprocess, it takes 24 to 48 business hours for it to be reprocessed.
[CUSTOMER][NEUTRAL] OK, I, I am.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEGATIVE] They were supposed to she said someone was gonna call me back yesterday about it, so that's why I'm calling today, um, and I never got a call back so they told me that it was being reprocessed on the [PII] because they didn't, they couldn't pay me out the full amount because my new policy hadn't been, it was still in renewal processing hold or something that went into effect [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So now I mean so if they start so I should see something by like later today or tomorrow?
[CUSTOMER][NEUTRAL] Then
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's too soon.
[CUSTOMER][NEUTRAL] Because this was supposed to be reprocessed a week ago.
[AGENT][NEUTRAL] Based on my notes on the [PII] is when it was sent out and um she advised to call back next week for any updates, and this was Miss um [PII] that made the note on the account, um, and then Miss um [PII] is the one that took the call yesterday and uh she requests for the claim to be with you again to make sure and.
[AGENT][POSITIVE] We're still waiting on that with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you need an examiner to call you back, um, they have not finalized the claim they can call you back and give you information, but more than likely they're gonna go by the notes and what is pending or what's holding on the account.
[CUSTOMER][NEGATIVE] I don't know who was calling me back. She just said that she was putting it in for like um urgent as opposed to having to wait because I called back on like the [PII]. Well, I've been calling since.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] I can't even think because I waited until February to submit it because I didn't see the new claim. I didn't know that it was gonna take a month and a half for my policy to become effective that was supposed to be effective [PII], you know what I mean?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then they told me go ahead and submit it anyway and it'll get put on the right thing and then it didn't and then now it's just been a mess and I'm out $1800 right now and it's putting a bind on my financial situation.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, so I'm waiting to get that back. So, um, I guess I'll just keep watching it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Mhm. I'm sending a message to the um the person who took the call yesterday and see if she can tell me anything different from the notes. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I see her note here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, that was yesterday. She has 24 hours to call. I can check and see if she's gonna give you a call back today. Um, but yeah, she has 24 hours to call.
[CUSTOMER][NEUTRAL] OK, I'll just keep watching.
[CUSTOMER][NEUTRAL] I don't really know what else I can do at this point.
[AGENT][NEUTRAL] OK. I'll go ahead and send um the examiner a note and see if she can give you a call back, OK?
[CUSTOMER][NEUTRAL] I mean it's not necessary. I'm just waiting for them to finish it because they said that they owed me the other [PII] but they couldn't pay it on that one until.
[CUSTOMER][NEUTRAL] The new policy was in effect because the 3000 maxed out my old, you know what I mean.
[CUSTOMER][NEUTRAL] So, um, I'll just keep watching.
[AGENT][NEUTRAL] OK. All right, and I do apologize. Yes, I'm just looking at the information and that's all I have right now and I do see the notes from the examiner saying that she is working on it. And um the caller yesterday let me know that um yeah, she did send a request for a call back and I do see that on the note, on the request, OK? So, yeah, they're working on it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.