AccountId: 011433970860
ContactId: a80e0960-7412-4059-8466-14be88f361b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382500 ms
Total Talk Time (AGENT): 165815 ms
Total Talk Time (CUSTOMER): 103791 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a80e0960-7412-4059-8466-14be88f361b3_20250113T21:22_UTC.wav
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[AGENT][POSITIVE] Afternoon. Thanks for calling Apis [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing OK.
[CUSTOMER][NEUTRAL] Um, I need to see if I can check the status on some claims for my wife.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, you should have [PII].
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 2533255.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Your wife's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is she available? Um, cause, hold on one second.
[CUSTOMER][NEUTRAL] Yeah, you should have the POA. I sent that last week in the form that y'all requested.
[AGENT][NEUTRAL] OK, give me one sec so I'm just looking to see if it's on file. One second.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You should have got it Thursday, Thursday or Friday?
[CUSTOMER][NEUTRAL] The sea
[AGENT][NEUTRAL] Oh, it's probably come in and we haven't processed it yet because we haven't started processing claims that came in last week yet, um.
[AGENT][NEUTRAL] So I would have to look through to see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And so the documents that were sent in, was that what you want to check the status of, or is it from previous claims?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, they're I've got a bunch of them in there.
[AGENT][NEUTRAL] OK, so without even looking at to see if you're on if the PA come in, we don't, we process claims based on when they come in.
[CUSTOMER][NEUTRAL] Several of them, yeah.
[AGENT][NEUTRAL] So we haven't started processing claims that claim that came in last week. So if there was a POA in there, we haven't even processed it yet.
[CUSTOMER][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] No, the power of attorneys what I'm talking about.
[AGENT][NEUTRAL] Yeah, so what I'm saying. So any documents that have that have come in last week, we haven't taken a look at them yet because we process based on received date.
[CUSTOMER][NEUTRAL] OK, what about the ones that I have from [PII]?
[CUSTOMER][NEUTRAL] The chance
[CUSTOMER][NEUTRAL] Is that all last week?
[AGENT][NEUTRAL] Correct. So we are right now we are processing claims that came in on the um the [PII] and [PII], so we haven't gotten to them yet. So if you send in that PHI form with um your name and your wife's name, it's in with that information. So, um, those claims should be processed, I would say, um, by next week because we have a certain time frame to process the claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By next week.
[AGENT][NEUTRAL] Yeah, so I'm looking at the calendar and I can give you the time that we do have to process. Give me one second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Because the [PII] was last Tuesday. Give me one second.
[AGENT][NEUTRAL] So for cancel plans, we have approximately 10 to 15 business days of process and like I said, we just receive, if they were received on the [PII], we still have more timeframe to process that. Um, but also if you all have access to the online portal, you're able to take status on there as well.
[CUSTOMER][POSITIVE] I do every day, yes.
[CUSTOMER][NEGATIVE] Yeah, everyday. I mean, why does, why does it take so long to get stuff processed?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is, how long do we have to process cancer claims?
[CUSTOMER][NEUTRAL] I mean, what, what's it.
[CUSTOMER][NEUTRAL] [PII], she may be dead by then.
[CUSTOMER][NEUTRAL] Damn, this is crazy. We're living in a hotel.
[CUSTOMER][NEGATIVE] I've lost my job. My wife can't work, like, shit.
[CUSTOMER][NEGATIVE] There's no way to expedite any of this kind of stuff? No, you, uh, I hope you don't understand.
[AGENT][POSITIVE] Yeah, I totally understand that.
[AGENT][NEUTRAL] No, I'm saying I, I, I understand where you're coming from. No, I'm saying I understand where you're coming from, but we can't, I mean, expedite because that means we would have to expedite for everybody else. But like I said, that's just the time frame that we have to process um the cancer claims. It's 10 to 15 business days.
[CUSTOMER][NEGATIVE] I hope you don't understand.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So if she dies between now and then and then what?
[AGENT][NEUTRAL] I'm just, I mean, I'm just.
[CUSTOMER][NEUTRAL] Y'all keep all that money?
[AGENT][NEUTRAL] No, so I'm just saying that's just the time frame that we have to process the claim.
[CUSTOMER][NEUTRAL] No, I'm asking, asking a serious question.
[CUSTOMER][NEUTRAL] 100
[CUSTOMER][NEUTRAL] I understand that so if she passes away between now and when these are processed.
[CUSTOMER][NEUTRAL] What happens with all this, you know, tens of thousands of dollars that you guys owe.
[AGENT][NEUTRAL] Well, I mean, if, regardless if a person passed away, we still send out payment for any previous claims that are supposed to be covered on the policy.
[CUSTOMER][NEUTRAL] You can do a
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I guess I'll keep looking at this website every day.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I mean that's.
[CUSTOMER][NEUTRAL] No.