AccountId: 011433970860
ContactId: 903a431d-e386-4a9c-885d-7c3f27045e81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429529 ms
Total Talk Time (AGENT): 64012 ms
Total Talk Time (CUSTOMER): 177521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/903a431d-e386-4a9c-885d-7c3f27045e81_20250616T17:18_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm an agent.
[CUSTOMER][NEUTRAL] And I, um, hey, how are you?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm good. Hang on let me get you off speakerphone.
[CUSTOMER][POSITIVE] I downloaded a claim for some people that I've been working on for some time and I like to follow up and make sure that they actually got to you.
[CUSTOMER][NEUTRAL] On a cancer claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] I do. It is uh.
[CUSTOMER][NEUTRAL] Which form is it on here? Oh, let me see.
[CUSTOMER][NEUTRAL] 728463
[AGENT][NEUTRAL] OK, what's that, uh, member's name?
[CUSTOMER][NEUTRAL] Uh, the member, uh, is, uh, the main policy holder is [PII].
[CUSTOMER][NEUTRAL] [PII] is her name. She's the actual claimant.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And then, um, which, um, oh, hold on just a second, something going weird on my computer.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and which broker are you with?
[CUSTOMER][NEUTRAL] Uh, I am not even active right now, but y'all have all the paperwork on me to be able to file on her behalf.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I've been working on this since last year and hopefully this is her last set of claims.
[AGENT][NEUTRAL] OK. Uh let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm so sorry. I'm something's going weird with my computer. Can you give me that policy number again, please?
[CUSTOMER][NEUTRAL] Yes, it's 728-463.
[CUSTOMER][NEUTRAL] You know I have a confirmation number.
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] Um, for the claims.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, let me see. Yeah, and who was the patient on that? Was, was it the insured or was it the spouse?
[CUSTOMER][NEUTRAL] It's a spouse, [PII].
[CUSTOMER][NEUTRAL] R [PII]
[AGENT][NEUTRAL] OK, um, let's see, so it looks like.
[AGENT][NEUTRAL] Yeah, we've received claim on [PII]. It looks like it's currently in processing.
[CUSTOMER][NEUTRAL] OK, um, let me see something real quick.
[CUSTOMER][NEGATIVE] And the reason I'm calling is um I, I'm not good at downloading things and it's been years.
[CUSTOMER][NEUTRAL] I, I was actually a policyholder 34 years ago, 35 years ago with your company. So everything I did was by paper. I just took my claims and filed them, all that kind of stuff. And so what happened was she just sends these to me and I download them.
[CUSTOMER][NEGATIVE] In my computer and I try to upload them. But this last time she gave me all these documents. She, she sent me ELBs from her other in Medicare, and then she sent me bills and so it was like 23 different things that I think I attached and tried to submit.
[CUSTOMER][NEUTRAL] And I'm from old school, but I don't just, I don't just assume they all arrived there, you know what I mean? Because
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, let me check and see what.
[CUSTOMER][NEUTRAL] So I have all these
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEGATIVE] It seems like I submitted 23 different either pages or items.
[CUSTOMER][NEUTRAL] By numbers
[AGENT][NEUTRAL] OK, it looks like we've got.
[AGENT][NEUTRAL] Yeah, it looks like we've got 27 pages.
[CUSTOMER][POSITIVE] Oh good, maybe extras.
[AGENT][NEUTRAL] Yeah, looks like
[CUSTOMER][NEUTRAL] Let me repeat. 76. OK. Well, uh, OK, and, um, now since y'all, y'all have changed the way someone gets in and has to have a code, I have to go through the process of having that code sent to her husband's email and then she has to send it back to me to even check online for the status. Is that correct?
[AGENT][POSITIVE] Yes, that would be correct.
[CUSTOMER][NEGATIVE] It's, it's a real hassle, real hassle. OK, well, what kind of time frame, um, can I tell her to look for, I'm not even sure she's even gone and tried to lock in a new way, um, but when should I recheck on that as far as how many days or what can we kind of expect.
[AGENT][NEUTRAL] Um, I would, it's about 7 working days, so I would call back next Monday, um, and we should have a determination by then.
[CUSTOMER][POSITIVE] OK. I will do that then. Thank you so much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah. You too. Bye-bye.