AccountId: 011433970860
ContactId: babf8509-7611-4f68-99e6-b0ac83c84c6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357320 ms
Total Talk Time (AGENT): 198800 ms
Total Talk Time (CUSTOMER): 167210 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/babf8509-7611-4f68-99e6-b0ac83c84c6c_20250521T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, hi [PII], this is [PII]. I talked to you the other day about um a policy we sent in [PII].
[CUSTOMER][NEUTRAL] And you, you, and I'm just calling to check to see if you know where it stands now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm so sorry, um, my memory might have to be a bit refreshed, um, I apologize, so we're, um, checking on a a claim.
[CUSTOMER][NEUTRAL] They told me to call back.
[CUSTOMER][NEUTRAL] Oh, it's OK honey. I know how many.
[CUSTOMER][NEUTRAL] I I can I can give you his social. It um it was a cancer uh claim that we submitted. I think y'all got it on the.
[CUSTOMER][NEUTRAL] Oh, the [PII] or maybe the [PII]. I'm not sure it was mailed on, it was mailed on the [PII] and faxed that day as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is it still being uh processed when you called last?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, they said that it was in whatever and I was just calling to see if they can just sit, you know what, what you want me give you social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, we could definitely check on that claim. OK, yes, go ahead, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I appreciate it. One moment please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you did say this was for cancer. Alrighty, and I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][NEUTRAL] My date of birth, or his birth date of birth or mine.
[AGENT][POSITIVE] Um, you could go ahead and just give me yours. That's perfectly fine.
[CUSTOMER][NEUTRAL] Uh, [PII] no, I'm [PII].
[AGENT][NEUTRAL] Yes ma'am, and then, uh, can I get your mailing address please?
[CUSTOMER][NEUTRAL] And he's
[CUSTOMER][NEUTRAL] Yes ma'am, it's um [PII].
[CUSTOMER][NEUTRAL] [PII], or it could be [PII]. We built a new house, but my son lives in our old house up in front.
[AGENT][NEUTRAL] We've got the uh 12:07, is that the correct one?
[CUSTOMER][POSITIVE] Good, that's us, that's us, yes.
[AGENT][POSITIVE] Awesome OK all right glad to hear it and I appreciate you verifying all of that. OK, let's take a look here.
[AGENT][NEUTRAL] At this claim you did say this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes, it was a he had uh radiation, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we sent, you know,
[CUSTOMER][NEUTRAL] I mean, I, I sent y'all what the office gave us.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] All right, so we did, of course, we did receive it. We, um, now I'm not seeing radiation. I'm showing, I think this one is actually a surgery.
[CUSTOMER][NEUTRAL] Well, he had, he had something removed, but then he had 1212 sessions of radiation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it is currently um under review at the moment um it should not take much longer I apologize for the delay um but it is currently under review so y'all, you're more than welcome again uh if you'd like to give us a call back whenever you'd like to, that is perfectly fine um do you have access to a desktop or a laptop computer, [PII]?
[CUSTOMER][NEUTRAL] I, I, I mean, yeah, but we don't do anything online, you know, I mean, uh, very little, but I mean now I, you know, we, we, I get text messages and things like that, and he does, but we don't do, you know, we don't, we don't use it to do anything. We're pretty antiquated.
[AGENT][NEUTRAL] Oh, sure. No, that's.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That's fine that is perfectly fine. I just always like to, no, no, that's fine everybody has their preferences. I just like giving those kinds of options um we do have an online portal that you can check that status, but if it's easier for you, you just, you know, you can absolutely just give us a call. Unfortunately with this I don't, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can we put it
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] No, no, you're fine.
[CUSTOMER][NEUTRAL] We can't put it on our phones.
[CUSTOMER][NEUTRAL] Can we put it on our phones?
[AGENT][NEUTRAL] Um, I believe you can set that up through our online portal, um, but, uh, I'm not 100% you mean checking it on your phone? OK, OK, sorry about the confusion.
[CUSTOMER][NEUTRAL] I don't wanna do that though.
[CUSTOMER][NEGATIVE] I'm not, we're not gonna do that.
[AGENT][NEUTRAL] I will say our online portal is currently undergoing um some big changes so hopefully that makes it a lot easier there might even um make it a bit more friendly for mobile devices um as it stands at this moment though just so that you are aware I don't have an exact um ETA as to when this will complete review um it really just does depend, um.
[CUSTOMER][NEUTRAL] That's all right. What were you gonna say?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] I mean if you'd like to, you, you know, again you can call whenever you'd like. What is today? Let's see, we are on, oh it is Wednesday already, my goodness.
[CUSTOMER][NEUTRAL] Today's the [PII].
[CUSTOMER][NEUTRAL] 2nd [PII] yeah, today is the [PII].
[AGENT][NEUTRAL] Oh, I have to say, yeah, I can't believe we're almost done with May already, um, so I would say, you know, you could give us a call back maybe on Friday or sometime next week to kind of check and see where that's at.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK. And you do see where it was the, the surgery, you know, the removal and then the radiation. Do you see the radiation thing?
[AGENT][NEUTRAL] So I can only see uh like surface level Lari uh while it's still being processed and reviewed I'm unable to view exactly what it is that's for the the bigger guys up there are um reviewing all of that. So once that's complete we'll be able to look.
[CUSTOMER][NEUTRAL] OK, OK, honey.
[CUSTOMER][NEUTRAL] OK sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there anybody um up there that could tell us how you know how what was gonna take place or no?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, we wouldn't be able to give an exact time frame unfortunately if that's, is that what you mean.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] OK, that's fine, honey. You've done everything you can do. I appreciate it, honey. Thank you.
[AGENT][NEUTRAL] Yes, I'm so sorry. I know it can be a bit frustrating, but we'll get it as soon as we can.
[CUSTOMER][POSITIVE] No, oh no, don't be sorry. It's, it's OK. Thank you, honey. Bye-bye.
[AGENT][NEUTRAL] Well, would you like um.