AccountId: 011433970860
ContactId: b8685844-ea36-4a9e-a88b-95eb47df2cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355739 ms
Total Talk Time (AGENT): 150857 ms
Total Talk Time (CUSTOMER): 110805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b8685844-ea36-4a9e-a88b-95eb47df2cad_20250117T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well hello my friend. Happy weekend. Happy Friday.
[AGENT][NEUTRAL] Same to you, and I don't, I can't take no more calls a day.
[CUSTOMER][NEUTRAL] This is my first call.
[CUSTOMER][NEUTRAL] Everybody else been bothering you?
[AGENT][NEUTRAL] Oh my God, I had to miss you.
[CUSTOMER][POSITIVE] Oh my goodness, I'm so sorry. I, I, girl.
[CUSTOMER][NEUTRAL] You can take this call and then I ain't gonna bother you no more.
[AGENT][NEUTRAL] What you get?
[CUSTOMER][NEUTRAL] Fingers crossed. I've, I've got policy number 244.
[CUSTOMER][NEUTRAL] 7811
[CUSTOMER][NEUTRAL] Marjorierews for her husband's policy, uh, claims on the uh [PII], you know. Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Girl, they've been waiting a while, and I told her that we were waiting on medical records and they did have been checked on and sent in on the [PII], and she says, well, I've sent them everything.
[AGENT][NEUTRAL] OK, what's the callback number?
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] And you said it's um [PII] on the line?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she, she has been waiting a while. I can understand wanting to know.
[CUSTOMER][NEUTRAL] But yeah, yeah, we can't do that until we get everything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it must be April, she just hasn't gotten it back yet. Oh, OK, you can send it through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, it's not my only call to you today, OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] He's so funny. I love you.
[AGENT][POSITIVE] It's love you too.
[CUSTOMER][POSITIVE] All right. You have a good weekend. Let me get Miss [PII] on the line or Miss. I've been calling her mysteries. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mre, thank you for your patience. I have [PII] on the line and she is going to check on that claim for you further, OK?
[CUSTOMER][POSITIVE] OK. All right, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] um in the claims department. Um, the rep stated that you were
[AGENT][NEUTRAL] Trying to find out the status of your um husband's claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's going on 3 months now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] OK, we just haven't received um.
[AGENT][NEUTRAL] The medical records back.
[AGENT][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Medical records from who?
[AGENT][NEUTRAL] So we sent them off to, give me one second, let me see what doctor is.
[AGENT][NEUTRAL] Uh, this, we sent them over to share care. um, looks like the rep, um, called the office on [PII], and we spoke to a representative there and, and they said that they mailed them to us on Tuesday, so we just haven't received it yet, but that's what we had originally sent them, um, and we had just never received them back, but it looks like we should receive them within the next few days because they said they mailed them on the [PII].
[AGENT][NEUTRAL] To us.
[CUSTOMER][NEUTRAL] What what is shared care?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see, uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, it was to the dermatology office that your doctor, um, that we requested it from.
[AGENT][NEUTRAL] That's just how the notes were in the system. But like, we were just waiting on the medical records and like they said, they mailed them to us on [PII], um, so we just have to wait for those to come back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, to determine.
[CUSTOMER][NEUTRAL] OK. I don't understand that because I mailed you all the medical records from their office.
[AGENT][NEUTRAL] When were those, um, so even if a member mails them, we still have to request information from the doctor?
[AGENT][NEUTRAL] Um, to verify if that's correct, so that's what.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is 3 months.
[AGENT][NEUTRAL] Yes, ma'am I understand but like I said, they never sent it to us, so we sent, we sent out the request to them in November and um like I said, they're just not sending it back to us and sometimes some offices, they, they have their own timeframe to send back to us. So, um, like I said, we've been calling to get status and like I said when the rep called on Tuesday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On Wednesday, I'm sorry, the office said that they sent it to us on the [PII], mailed it to us on the [PII]. So once we get that back and verify that it's not a pre-existing, then we can go ahead and continue with processing his claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this should be wrapped up maybe in a week.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I