AccountId: 011433970860
ContactId: 91469ced-ed2b-4efd-9e9e-11adb34d277e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556239 ms
Total Talk Time (AGENT): 160181 ms
Total Talk Time (CUSTOMER): 123043 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/91469ced-ed2b-4efd-9e9e-11adb34d277e_20250403T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I wanted to talk about um a claim that I had put in.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your claim. And can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] It's 02430490.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's uh [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on, is that a good um cell phone number for you?
[CUSTOMER][NEUTRAL] Yes. Uh-huh. Yes, yes.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII].
[AGENT][NEUTRAL] OK, let me look up.
[AGENT][NEGATIVE] OK, I'm not showing that there is a claim filed on that policy number. Uh, that policy did lapse.
[AGENT][NEUTRAL] Let me give you the date. It's no longer active.
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] Right, but I was told if I wanted to make a claim from the year, um.
[CUSTOMER][NEUTRAL] [PII] that I had to use that policy number. That's the policy number I had to claim it on.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, that's correct, that's correct if you had a a claim during that during that year, but I don't see the claim on file. Have you sent it in?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the claim file number is 3584206.
[AGENT][NEUTRAL] Oh, OK, let me look at that claim number.
[AGENT][NEUTRAL] OK, so it was for um [PII].
[CUSTOMER][NEUTRAL] Yes, for my husband. Mhm.
[AGENT][NEUTRAL] OK, OK, OK, good. All right. So, um, how can I help you with the claim?
[CUSTOMER][NEUTRAL] Yes, um, it's saying here, um, in order to for processing of this claim to continue, we will need the pathology report first diagnosis, cancer, and I sent that one when I was trying to do the initial, but they said um it didn't, it didn't uh cover because of the year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That he was initially diagnosed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just thought it was, yeah, I had already seen it and, and on this one, when I asked, when I put claims for the chemotherapy, I was told I just needed to send the EOB and the UB40.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I asked, well, do I need to send the pathology report? They're like, no, OK.
[AGENT][NEUTRAL] No, actually, the pathology report should be sent that's what they're asking for is um the pathology report with the first diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yes, and I sent it with another claim number.
[AGENT][NEUTRAL] OK, OK, what's the other claim number?
[CUSTOMER][NEUTRAL] Mhm. Do you need that? Yes, it's um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That claim number was 3574868.
[AGENT][NEUTRAL] OK, let me look up that claim number for you real quick.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] So what I'm going to do is I'm gonna try to get you further help. I am going to get a claims examiner to call you back.
[AGENT][NEUTRAL] So that you guys can go over the information that was sent in on the first claim and then this this other claim that you're questioning about the 358-4206 that way you guys can um talk and make sure you've got everything that you need um I'm gonna put you on a quick hold while I uh send in that request for somebody to call you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't mind holding for me for a moment while I do that, while we're on the phone. OK, alright. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Miss [PII], I appreciate you holding for me while I got that request sent in for you. You should be getting a call back within 24 hours from somebody in the claims department to go over your claim with you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. Uh-huh.
[AGENT][POSITIVE] You're so very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you and you have a wonderful day. Thanks for calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.
[AGENT][NEUTRAL] Bye bye.