AccountId: 011433970860
ContactId: 96139598-02a1-4e9d-b9ce-d7ae9725c671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250259 ms
Total Talk Time (AGENT): 136611 ms
Total Talk Time (CUSTOMER): 57902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/96139598-02a1-4e9d-b9ce-d7ae9725c671_20250217T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII]. I was calling to see um where my claim is in line for processing.
[AGENT][NEUTRAL] I can assist you today with claim status. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said, what was it, [PII]?
[CUSTOMER][NEGATIVE] Scare you.
[AGENT][NEUTRAL] [PII]. All right. Can I have um your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 252.
[CUSTOMER][NEUTRAL] 7441.
[AGENT][NEUTRAL] Uh, can you please verify your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] area. [PII] FW IS. Og.
[AGENT][NEUTRAL] Alright, thank you so much for verifying the information today, you're calling the claim status. It's for your cancer policy. Is this a claim for yourself?
[CUSTOMER][NEUTRAL] No, it's under my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I do see where we received some documents on [PII] that was processed on [PII] for an imaging benefit. I do see we're on 2.
[AGENT][NEUTRAL] 7 and on 213 some other documents were uploaded onto the portal for review. The two the one that was processed on [PII] has already been processed and paid. The 27 and 213 received dates of documents you submitted have not been reviewed as of yet. Um, we do have 7 to 15 business days from the date that we received them.
[CUSTOMER][NEUTRAL] So do you, what, what date are we at now cause it's been a week. So I have to wait 5 more days before you uh review it.
[AGENT][NEUTRAL] Yeah, we have, we have 7 to 15 business days from the date that we received it. So we received your documents on [PII]. So we have 7 to 15 business days from that date. Um, we have to process claims in the order.
[AGENT][NEUTRAL] So it would, um, it'll be sometime this week cause um we are on.
[AGENT][NEUTRAL] February, so yeah, it would be this week, but um it has not received the claim number. So the one that we processed on [PII] is the only one that has processed and paid thus far.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, other than the fact that you could put in the notes that 2:13 goes with 27. It's not a separate claim.
[CUSTOMER][NEGATIVE] Cause they don't allow additional documents to go with anything that goes with that.
[AGENT][NEUTRAL] Well, each
[AGENT][NEUTRAL] So when we process a claim, if we see multiple males, we pull it together. We don't process it but we wouldn't wait until the 2:13 or before we have to pull all of it together. And the one that you submitted on 25, if we would have, if you would have had that.
[AGENT][NEUTRAL] When you sent the other stuff, it would have been processed together, but 27 will be processed with 213.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No yeah.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you