AccountId: 011433970860
ContactId: b8aae609-0d67-4f40-be73-8593d371a6da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373480 ms
Total Talk Time (AGENT): 146300 ms
Total Talk Time (CUSTOMER): 106902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b8aae609-0d67-4f40-be73-8593d371a6da_20250416T22:03_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], how are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good. I just wanna kinda get an update on some claims. They were showing on the um like on my app, but they've disappeared, so I was just gonna check on that.
[AGENT][NEUTRAL] OK. Uh, can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on just a second, let me see if I can get back to it.
[CUSTOMER][NEUTRAL] I think it's 644-578, but I'm not real sure.
[AGENT][NEUTRAL] OK, it looks like that's right. What is your birth date?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK, do you have a good callback number just in case the call disconnects.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and uh just a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then we were checking on some claims, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. I've filed claims under both um both.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Quite a few. I had to go back several years and file so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] Yeah, it looks like we've got one in processing.
[AGENT][NEUTRAL] Um, that should be processed to any day. Looks like it's currently in processing. Um, it was for
[AGENT][NEUTRAL] For yourself, for 7:30, 21, 428, 22, 7:17, 24, and 1121, 22.
[CUSTOMER][NEUTRAL] OK, I think there were like 9 of them that I filed, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can just kind of pitch away at them. I'm just making sure.
[AGENT][NEUTRAL] Were they just for yourself or was it for um someone else on your policy?
[CUSTOMER][NEUTRAL] Yes, they're for my
[CUSTOMER][NEUTRAL] No, they're for myself.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me make sure that we received.
[AGENT][NEUTRAL] OK, I'm just checking these out, make sure we've got.
[AGENT][NEUTRAL] OK, it looks like, OK, the one that I mentioned that was received on [PII], and again that's in processing, but I see that we have received three other submissions um looks like we received those they're they're getting entered in the system today so if you you would allow about 7 to 10 working days from today's date for those 3 other submissions, those will be in processing as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then I also filed under a different claim, um.
[CUSTOMER][NEUTRAL] But I guess it was under my cancer policy that was under the ICU under the cancer policy I had several other claims they were sending at another time.
[AGENT][NEUTRAL] OK, let me see what we've got on that.
[CUSTOMER][NEUTRAL] and are they set up direct deposit, all of those I'm assuming.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, it looks like we've got your bank account tied to these um for payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me check on your.
[CUSTOMER][NEUTRAL] So the ones that are in processed should get.
[AGENT][NEUTRAL] Yes, they should, um, and then let me make sure on the other policy that we've got.
[AGENT][NEUTRAL] Information on that as well.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Uh, looks like those are processing as well, um.
[AGENT][NEUTRAL] Got several under that cancer policy.
[CUSTOMER][NEUTRAL] Sure, OK, like I said, I had to go back several years. I had just had to pile it up and never filed them, so I got them all done. Um, OK, so what's in process, what would you time wise.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Um, so for the critical care or the ICC plan, um, like I said, that one that we received for 4, that should be processed any day. The other ones that we received on [PII] that were loaded, those will be processed, um, within the next 7 to 10 working days and then it looks like everything the cancer policy that's in processing, um.
[CUSTOMER][NEUTRAL] Just so I can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] You do have, yeah, so those those are in processing right now and that should release any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there, I hate to ask this. Is there any way to speed that process up or not it's a 7 to 10th pretty much across the board.
[AGENT][NEGATIVE] Yeah, unfortunately it just falls in that timeline of that 7 to 10 working days.
[CUSTOMER][POSITIVE] OK, alright, sounds great well I really appreciate your help thank you for looking at those.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You as well thank you ma'am. Have a good night.
[AGENT][POSITIVE] Thank you, you too. Bye.