AccountId: 011433970860
ContactId: 9f865916-ffe5-4489-8eed-c72a8abb09b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269739 ms
Total Talk Time (AGENT): 130550 ms
Total Talk Time (CUSTOMER): 157550 ms
Interruptions: 5
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9f865916-ffe5-4489-8eed-c72a8abb09b0_20250311T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, my name is [PII], and I was calling because yesterday I kept trying to um fax uh a forms in for my husband's uh cancer policy um claim form, and I was having problems.
[CUSTOMER][NEGATIVE] Um, getting it to go through, it kept saying no answer. So when I got to work last night, I faxed it from work, but I'm not sure if it went through. Is there any way to check to see if it went through or not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure I can see um so typically you said this was uh yesterday that that was sent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so typically it can take up to 48 hours uh for us to see if that has been received, um, but I can go ahead and check just for good measure if you'd like, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you. OK. And then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, let me see if I can find it um.
[CUSTOMER][NEUTRAL] Let's see if I can pull it up. I'm sorry.
[AGENT][NEUTRAL] Mhm, no, that's OK if it's easier I can start using your social.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] OK, that would probably be easier.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you want his social or mine?
[AGENT][NEUTRAL] Um, either one, are you the policy holder? Oh, OK, so it's his policy.
[CUSTOMER][NEUTRAL] Cause the policy is his.
[CUSTOMER][NEUTRAL] He is the policyholder and I'm on the policy. Uh-huh.
[AGENT][NEUTRAL] Got you. OK, um, I can go ahead and take his then just in case.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Now, I did send in some wellness claims because I didn't realize we even had that all these years.
[AGENT][POSITIVE] Oh sure. Yeah, absolutely.
[CUSTOMER][NEUTRAL] So I did send those there yesterday. Now I see on the website where those was uploaded.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And this was for your um let's see, well first off I'm sorry, what was his name?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK, OK. Let's see, uh, was this for your hospital indemnity policy?
[CUSTOMER][NEUTRAL] Montague.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Oh, I, ma'am, I don't know, it's a cancer policy I sent in for a a claim for cancer, yeah.
[AGENT][POSITIVE] Oh, cancer. OK. Sorry about that. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you always.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, um [PII].
[AGENT][NEUTRAL] That's it. OK, thank you so much for verifying that information. So I do see um that we have received a claim yesterday for [PII] and it is in line for processing, so that has been received. Um, it can take about 7 to 10 business days for claim information to complete processing, um, and then if you do you need the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, yes, please, if you don't mind.
[AGENT][NEUTRAL] OK, sure, of course let me know when you're ready for that.
[CUSTOMER][POSITIVE] Oh, I'm ready.
[AGENT][NEUTRAL] OK it is 0141.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] 80 OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, thank you so much mhm and that'll show up on the portal also along with the other claims? OK, alright, OK, it's just not there yet, OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with? Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely, yes.
[AGENT][POSITIVE] Sure, and you can check that status there or of course you're more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much. Mhm.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.