AccountId: 011433970860
ContactId: 979766ee-7703-47c8-906b-aa7eadcc48b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554869 ms
Total Talk Time (AGENT): 189990 ms
Total Talk Time (CUSTOMER): 89444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/979766ee-7703-47c8-906b-aa7eadcc48b5_20250205T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I need to speak to uh other named [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, [PII], can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEGATIVE] Well, I don't have it with me.
[AGENT][NEUTRAL] Can I get your social security number and that'll pull the policy in for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you sir.
[CUSTOMER][NEUTRAL] Uh, [PII] email [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else you ask him?
[CUSTOMER][NEUTRAL] Phone number?
[AGENT][NEUTRAL] The number that you, yes, the number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then I have your email address at iCloud can you give me that email address please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], now I as my wife went.
[CUSTOMER][NEUTRAL] I think her, hers is uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII] something like that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes sir, thank you.
[CUSTOMER][NEUTRAL] I think that's uh it's my, it's my wife one.
[AGENT][NEUTRAL] OK, alright thank you I appreciate you verifying that information. Alright, let me look, are you calling about your group accident policy or are you calling about your group cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The cancer. OK. OK. Let me look.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if [PII] is available to speak with you. Is this in regards to a claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, I know.
[CUSTOMER][NEGATIVE] Made a claim for all my uh counseling thing and I think uh they denied me, and I wonder why they denied me and I'm paying, uh, I'm paying for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull up the claim real quick.
[AGENT][NEUTRAL] OK, so looking at the um claim, the last one that we received is 3546446 for yourself and it says that the condition you are filing on has been determined to be preexisting.
[CUSTOMER][NEUTRAL] Pre-existing.
[AGENT][NEUTRAL] For the, yeah.
[AGENT][NEUTRAL] That's what it, that's.
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] That's what the remarks are on the claim that was reported on [PII].
[CUSTOMER][NEUTRAL] Yeah, but I, it's my first time ever had cancer. I pre, what you call them?
[AGENT][NEUTRAL] That's what the remark is on, let me see if there's anything else.
[AGENT][NEUTRAL] Yeah, it's saying that the that it's preexisting.
[AGENT][NEUTRAL] Um, the cancer is pre-existing to this policy.
[CUSTOMER][NEUTRAL] So the trying to already had cancer before?
[AGENT][NEUTRAL] Right, it's preexisting to the effective date of [PII]. Now I can get somebody in the claims department to call you back.
[AGENT][NEUTRAL] And um talk with you about it if you would like for me to do that for you.
[CUSTOMER][NEGATIVE] Yes, but I, I'm paying, I'm paying money for nothing then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I never had no counsel before. It's my first time ever going through this thing.
[AGENT][NEUTRAL] OK all right well I will make sure that somebody calls you back and explains it better than I can explain it because I'm not in.
[AGENT][NEUTRAL] The claims department, but I can read the notes that they put in the computer for us so I'll make sure somebody calls you back, um, [PII], is that number that you gave me the um [PII], is that a good number for somebody to call you back on, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll put you on a brief hold while I send in that request so that you can get a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], I've got the the request in for you for somebody to give you a call back. You should receive a call within 24 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sir. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well you have a blessed day and thanks for calling APO.
[AGENT][POSITIVE] Thank you so much. All right, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye you too.
[CUSTOMER][NEUTRAL] Yeah