AccountId: 011433970860
ContactId: a9cbd248-d9e0-40cd-9bc0-48d3d6906f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1385459 ms
Total Talk Time (AGENT): 201330 ms
Total Talk Time (CUSTOMER): 236595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a9cbd248-d9e0-40cd-9bc0-48d3d6906f04_20250604T19:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm just calling to see if I can get some information about a claim that I submitted.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You can
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, I didn't get the the numbers in the beginning. Can you repeat that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Ms. [PII] for security, I need um your date of birth and the email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is a claim for [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, looks like we received a claim on the [PII]. Um, it is in line to be processed. It has not been processed yet. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK, so is there a I'm, I'm gonna have to call each day to check on it, but is there a reason why it won't pop up on the website?
[CUSTOMER][NEUTRAL] When I go to the website, it only.
[AGENT][NEUTRAL] Have
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] Cause when I go to the website, it only shows me.
[CUSTOMER][NEUTRAL] Uh, process, not open.
[CUSTOMER][NEUTRAL] So I'm having a call every day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. uh, did you subscribe for the text messaging system?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] You did. Once it's processed, you're gonna get a text message. So once you get that text message, you can go in and check on it. Now, um, have you gone and registered again your policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This Monday.
[CUSTOMER][NEGATIVE] I did and I just said on your new website, it does not show that claim at all.
[CUSTOMER][NEUTRAL] So, no, I do not want to wait until I get a text message because of the previous issues I've had with my claim. You guys deny them when you're not supposed to deny them. So that's why I need to see.
[CUSTOMER][NEUTRAL] It would be processed properly. So, unfortunately, I'm gonna have to call every day to see because I've already registered with your new website, but it won't show that particular claim at all.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, not really sure why you're not seeing it. It should be under claims, not processed, but claims submitted or submission, um, that's how it's.
[CUSTOMER][NEGATIVE] It doesn't have that option.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It only gives me the option of all open and process.
[AGENT][NEUTRAL] OK, and it's not under all?
[CUSTOMER][NEUTRAL] And it's not
[AGENT][NEUTRAL] OK. OK, I can report that. Um, so, uh, yeah, the, um, we, we don't call when we process the claim. The only thing we do is send that text message or right.
[CUSTOMER][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] I, I know that you don't call. I know what the process is, but again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Every one of my claims that's been filed this year has been denied and it was incorrect. So, I have to check every day because whoever is working claims.
[CUSTOMER][NEUTRAL] I guess it's my
[CUSTOMER][NEUTRAL] It's done particularly on me on purpose because
[CUSTOMER][NEUTRAL] I have the information but they.
[CUSTOMER][NEGATIVE] But unfortunately, that's the situation. I've requested to speak to a supervisor and not no supervisor has returned my phone calls or anything, so.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It is what it is. I have to waste my time every day to call.
[AGENT][NEUTRAL] And, um,
[AGENT][NEUTRAL] Um I'm sorry for that. Um, we just don't have another option that, um, you can check that. The only thing is either going to the website and checking and see if there's any new process claim because once this process is gonna pop in, so you're gonna see it on the process or just wait for that text message.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So who's above the supervisor?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, who's about the supervisor that I could request to speak to because supervisor doesn't call back.
[CUSTOMER][NEUTRAL] So who else have to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have supervisors and we have managers.
[CUSTOMER][NEUTRAL] May I speak to the manager please?
[AGENT][NEUTRAL] OK. And it's gonna be in regards to this or in the past issues.
[AGENT][NEUTRAL] For this claim.
[CUSTOMER][NEGATIVE] This and the past this and the past issues because I don't find it acceptable that I can't see it online. That makes no sense.
[CUSTOMER][NEUTRAL] So it's this and past issue.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, I'm gonna try to get one right now if I can, can they give you a call back?
[CUSTOMER][NEUTRAL] I mean, that's what you have to say, but they don't call back, but go ahead.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's me. Um, did, did you have the policy and everything pulled up?
[CUSTOMER][NEUTRAL] OK, so, um, all right, so.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Right, so [PII], I'm looking at policy 252-7441.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I look at the only claim that's on there and it says C 242-6704.
[CUSTOMER][NEUTRAL] OK. And then I go there and I see one plane.
[AGENT][NEUTRAL] Mhm. That is, um, basically, it's for part two. So it's not for her, it's for part 2.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] OK, so do I need to go to 252-7441?
[AGENT][NEUTRAL] 441, yes. Mhm.
[CUSTOMER][NEUTRAL] All right, so it's for part two, OK?
[CUSTOMER][NEUTRAL] And what, what is it? Which claim or what is it?
[AGENT][NEUTRAL] She's just about all claims, basically all claims. She said that all her claims are being processed incorrectly. Um, she called about this most recent claim. I, um, said that it's in line to be processed. I told her that it takes up to 10 business days for us to process the claim, but she said that how she's gonna know when it's processed. I, um, I told her about the, you know, text message system, and she said she is set up, but uh she don't want to wait because, um, every time we send her that it's processed, we need something.
[AGENT][NEGATIVE] So she needs to know now if we need something and I was telling her we need to process the claim in order to determine if we need any information or not. Um, so she said, well, I have told that the supervisor is gonna call me and I never get a supervisor to call me. So now I want to speak to somebody above the supervisor, but the supervisor is never calling me back.
[AGENT][NEUTRAL] So that's basically the conversation.
[CUSTOMER][NEUTRAL] OK, all right, let me talk to you.
[AGENT][NEUTRAL] OK, all right, here she comes.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Hi Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm a supervisor of the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm well. How are you?
[CUSTOMER][POSITIVE] I'm fine, thank you. How can I help you today?
[CUSTOMER][NEUTRAL] OK, so I've been trying to talk to supervisor for a while because every time that I put in a claim.