AccountId: 011433970860
ContactId: 98dcdf4b-db86-4dae-968a-d24687ea7ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429529 ms
Total Talk Time (AGENT): 173819 ms
Total Talk Time (CUSTOMER): 144342 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/98dcdf4b-db86-4dae-968a-d24687ea7ef5_20250122T21:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] and I'm just following up.
[CUSTOMER][NEGATIVE] My wife passed away.
[CUSTOMER][NEUTRAL] Last year and
[CUSTOMER][NEGATIVE] I've had two major claims, if you will.
[CUSTOMER][NEUTRAL] One from UT Southwestern Hospital and one from Baylor Scott and White Hospital.
[CUSTOMER][NEUTRAL] The Baylor Scott and White Ho claim has already been processed by APL.
[CUSTOMER][NEUTRAL] And the UT Southwestern.
[CUSTOMER][NEUTRAL] Documentation was sent just recently that you and you received it on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you just wanna get the claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just wanna get an update on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when the, when the checks might be sent.
[AGENT][NEUTRAL] Yes, sir. OK, [PII], can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is the policy number?
[CUSTOMER][NEUTRAL] 015927
[CUSTOMER][NEUTRAL] 07.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick, sir.
[AGENT][NEUTRAL] So I can get you claim status.
[AGENT][NEUTRAL] OK sir, what is the name on the policy?
[CUSTOMER][NEUTRAL] What, what is, oh, the name on the policy would be my wife, [PII] [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEUTRAL] I received a text a few days ago stating that
[CUSTOMER][NEUTRAL] Your review has been completed.
[AGENT][NEUTRAL] OK, so you're looking for the claim that was reported on which day, sir? The most recent one for January?
[CUSTOMER][NEUTRAL] Yes, I believe that was uh UT Southwestern. I sent you the documentation.
[CUSTOMER][NEUTRAL] Uh, that I had received from UT Southwestern on all of the processes, all the procedures and codes.
[CUSTOMER][NEUTRAL] And that was sent and received by you on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look.
[AGENT][NEUTRAL] I'm trying to find information for you now or?
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you now on over to the claims department so that uh they can speak to you further about the claim. So it's gonna be a brief hold while I transfer you on over, sir. um can you please before I transfer you verify the address that's on the policy?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you sir. It's gonna be a brief hold. I'm gonna transfer you on over now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII] with whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the care team. I've got, um, hey, I've got [PII], um, I'm gonna say his name wrong. Let me, let me do this again.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] This is the spouse of the insured. The insured's name is [PII]. This is [PII] on the other line. He, the policy is lapsed because Ms. [PII] passed away. He said sent in a claim on January.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 6 that was reported. The claim number is 3552119 and it
[CUSTOMER][NEUTRAL] Can you give me the policy number?
[AGENT][NEUTRAL] Yes, I'm sorry. It's 15927007.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2707. OK. All right. Mhm. And what were you saying now about that claim?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, um, the remarks on it say that.
[AGENT][NEUTRAL] There's different remarks and notes on it, miscellaneous correspondence, um, the notes.
[AGENT][NEUTRAL] On the policy state that the claim was submitted in error and that was done by [PII] I believe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's anyway he needs assistance with this claim and the status and what what is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But do we have permission to speak to him? Because I don't see he is the beneficiary and is he listed on the third party screen? Mhm.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] I do not see the
[AGENT][NEUTRAL] No, I looked on the third party screen. He says that he is the one that sent in the claim that he spoke to people before, so.
[AGENT][NEUTRAL] I did not see him on CLHIP.
[CUSTOMER][NEUTRAL] OK, alright, well, it's gonna, he'll, uh, da da. OK, just go ahead and send him over. Did you verify his information? What is the call back number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I did, I did the call back number is [PII].
[CUSTOMER][NEUTRAL] OK. All right. Thank you. OK, go ahead and send them over. Mhm.
[AGENT][NEUTRAL] And he was able, and he was able to give the um.
[AGENT][NEUTRAL] Ms. [PII]'s information he was able to give the address, the phone number, and everything he did verify out.
[CUSTOMER][NEUTRAL] OK, alright, go ahead and send him over. Mhm.
[AGENT][POSITIVE] OK. All right. Thank you, Ms. [PII]. All right, bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.