AccountId: 011433970860
ContactId: b5dfaba6-f543-491f-8cb8-a15f7cbd7729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412980 ms
Total Talk Time (AGENT): 168418 ms
Total Talk Time (CUSTOMER): 174427 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b5dfaba6-f543-491f-8cb8-a15f7cbd7729_20250519T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well I've been trying to get with Misty V.
[CUSTOMER][NEUTRAL] I had talked with her earlier.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], I gave this to you once at lunch, she was going to lunch.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, what are you asking me now I got to go to another one.
[CUSTOMER][NEUTRAL] How can we help? Quit asking me so many questions.
[CUSTOMER][NEUTRAL] Uh OK, critical illness is 21820887.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] Well, they, excuse me, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, I'm gonna need for you to.
[CUSTOMER][NEUTRAL] I've got my office I have.
[AGENT][NEUTRAL] I'm gonna need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, sir. And then also your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] but you got the phone number.
[AGENT][NEUTRAL] Yeah, I just need your email address.
[CUSTOMER][NEUTRAL] What else you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate that. All right, and does Miss
[CUSTOMER][NEUTRAL] Same thing I gave the first one.
[AGENT][NEUTRAL] Yes, and you'll have to give it every time you call because we have to do it for security reasons.
[CUSTOMER][NEUTRAL] Uh, understand.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Does [PII] know that you're trying to get a hold of her?
[CUSTOMER][NEUTRAL] I was maybe I can just.
[CUSTOMER][NEUTRAL] Well, if they gave her a message when she got back from lunch, she should have, yes.
[AGENT][NEUTRAL] OK, all right, I'm gonna put you on a, uh-huh, yes, go ahead.
[CUSTOMER][NEUTRAL] But what the deal is, what
[CUSTOMER][NEUTRAL] I'll tell you what I'm trying to find out.
[CUSTOMER][NEUTRAL] I sent a critical claim form in, or I didn't send the critical claim form, so they, and I sent the uh uh medical bills, all the statement of all the bills. I had my statement.
[CUSTOMER][NEGATIVE] Well, they didn't.
[CUSTOMER][NEUTRAL] It wasn't submitted right according to Misty, so I didn't have a critical claim form in there and I didn't have a doctor's.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Attending physician statement.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So, so I've resubmitted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have now sent, I've now sent a copy of each one of those things via email to, to the, to care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You sent an email?
[CUSTOMER][NEUTRAL] And I wanna make sure that that's.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, we don't accept any claims information by email, we don't because it's not secure, no sir, you'll have to send it through the online service center or I can give you a fax number also to send it to, but we, we can't accept it by email.
[CUSTOMER][NEGATIVE] Oh, you gotta be kidding me.
[CUSTOMER][NEGATIVE] Now I'm mad.
[CUSTOMER][NEUTRAL] I don't have a fax machine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you can also mail it.
[CUSTOMER][NEUTRAL] Well, you accepted the first ones by email.
[CUSTOMER][NEUTRAL] Young lady.
[CUSTOMER][NEGATIVE] Now I've been playing with this darn thing for 2 weeks now and every time y'all come up with some other thing.
[CUSTOMER][NEUTRAL] Yeah, Misty told me email would be fine. That's what I did the first time and they played the medical.
[AGENT][NEUTRAL] OK. Well, let me go ahead.
[CUSTOMER][NEUTRAL] They paid the medical. I sent it as a PDF. I scanned it and sent it as a PDF file.
[CUSTOMER][NEUTRAL] Via email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They paid the medical the uh the medical, what is it, the, the other one, hospital indemnity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They paid that, but they didn't pay the critical illness. My wife had a heart attack.
[AGENT][NEUTRAL] Yes sir. OK.
[CUSTOMER][NEUTRAL] She was in the ambulance. She took
[CUSTOMER][NEGATIVE] They had ended up having to shock. We took her in, they put a stent in. It's pretty freaking simple.
[AGENT][NEUTRAL] OK, alright, well let me go ahead and try to get a hold of Misty so that you can talk to her since she's somebody that you have spoken with before and if you were told that you could send it by email and an exception was made, then we'll go ahead and try to get Misty for you.
[CUSTOMER][NEUTRAL] Well, I did it the last time. I should be able to do it this time.
[AGENT][NEUTRAL] Yes sir, I understand. I'm gonna put you on a quick hold while I try to get a hold of Misty for you.
[AGENT][NEUTRAL] I'm gonna send her a message and let her know that you're on the phone, OK?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] I'm trying not to be mean, but I'm tired going back and forth.
[AGENT][NEUTRAL] I understand and.
[AGENT][NEUTRAL] I understand and it gets frustrating when you have to go.
[CUSTOMER][NEUTRAL] supposed to be easy to do, you know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That's why I pay all the money for it.
[AGENT][NEUTRAL] Yes, sir, I understand.
[AGENT][NEUTRAL] I'm trying to get a hold of her now, sir.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEGATIVE] Man, that irritates me. I was at the doctor's office. I could have had them scan the damn thing.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir. I've got Misty and she said it's OK to go ahead and put the call through. So I'm gonna put you on a brief hold while I connect you to Misty, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Very good.
[AGENT][POSITIVE] Alright, Mr. [PII], you have a blessed day and thank you for calling APL sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] This is Misty.
[AGENT][NEUTRAL] Hey Misty, it's [PII]. I've got Mr. [PII] on the other line just to let you know he's a little fired up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, I made the mistake of telling him that he can't, that he can't send claims information through email because it's not secure, and he did not like it, he did not like that answer, but he's demanding to speak to Misty.
[CUSTOMER][POSITIVE] Oh great that's awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, so I'm, I'm gonna go ahead and release him. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Alright appreciate it.
[CUSTOMER][NEUTRAL] OK, bye.