AccountId: 011433970860
ContactId: b4b19561-57c9-4f3c-a24e-6919124d32f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248360 ms
Total Talk Time (AGENT): 97098 ms
Total Talk Time (CUSTOMER): 131911 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b4b19561-57c9-4f3c-a24e-6919124d32f3_20250516T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I spoke with [PII] the other day, I think that was her name, uh, about our cancer.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um uh she said that that all received it. I was just calling to find out if if anything had been decided and if we knew what our benefits were gonna be.
[AGENT][NEUTRAL] OK, did you guys have a policy number?
[CUSTOMER][NEUTRAL] I can um let me see, I may have I may have written it down finally let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know it's 4. Wait a minute.
[CUSTOMER][NEUTRAL] I didn't it's 442. I don't know, but I can give you the Social Security both both of our social Securities.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] 740372
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I can give you mine too.
[CUSTOMER][NEUTRAL] If you need it
[CUSTOMER][NEUTRAL] We there we don't do anything online or anything like that we're old.
[AGENT][NEUTRAL] No totally fine. So the phone was kind of cutting out, [PII]. I just wanna make sure you're just checking, is it on a claim that was submitted to see if there was anything updated on it?
[CUSTOMER][NEUTRAL] Yes ma'am, that's all that I'm calling for. I'm trying to get you off a speaker phone can you hear me better now?
[AGENT][NEUTRAL] Yeah, I can hear you. Yeah. All right. What's
[CUSTOMER][NEUTRAL] OK, I, and on the road that I'm on sometimes it goes out but it comes back on, you know, it's just, I don't know what the wires are doing. OK, yes, I'm just calling to check on, on the of the status and you know if we needed anything else to send.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the last thing I just need to verify is gonna be the address on file, please.
[CUSTOMER][NEUTRAL] It's uh [PII]. It used to be [PII], but we built a new home on the same property.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the claim was under [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes, I filed it, yes, for, yes, for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] He, he's sitting, he's sitting right here.
[AGENT][POSITIVE] No worries, no worries.
[CUSTOMER][NEUTRAL] Well, he's getting a
[AGENT][NEUTRAL] OK. So it looks like it is still under review at this time. It doesn't look like it's not requesting any additional information, not stating anything is missing or anything, so it looks like it's just still in progress.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Do you know how long it'll take about? No.
[AGENT][NEUTRAL] Generally we ask for at least 5 to 7 business days to process claims so this one shows a reported date. Well, it looks like it started under review just a few days ago, so.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] I know it was done back in the beginning of the month, but I would give it at least um till the middle of next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK honey, and you we, we, I just have called twice, you know, on this that I have to so we weren't missing anything because we, but because we did send the hard, hard copy and we sent a fax, so we just, we just wanted to be sure, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not
[AGENT][POSITIVE] Right, right. No, totally understandable, absolutely. Um, yeah, no, nothing else is needed at this time. So, um, yeah, but you're more than welcome to check back with us.
[CUSTOMER][NEUTRAL] Am I, am I calling?
[CUSTOMER][NEUTRAL] OK, am I calling the right extension or is there someone else I should be calling or am I doing it right?
[AGENT][POSITIVE] No, absolutely right. Yeah, calling the right number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect all right honey have a good day. Thank you.
[AGENT][NEUTRAL] You as well. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.