AccountId: 011433970860
ContactId: bca7624b-9221-4252-82d6-e397fce4743f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232300 ms
Total Talk Time (AGENT): 91948 ms
Total Talk Time (CUSTOMER): 99537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bca7624b-9221-4252-82d6-e397fce4743f_20250317T17:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I was calling um because I had sent in a claim um for my husband for his um cancer diagnosis for this critical, uh, critical illness claim, and also I sent in claims for wellness checkups.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I sent them in for like since we had the policy because I didn't realize that he had that coverage for us, so uh the lady told me to just send them go back and send them all in and I did um and I was just calling in reference to those claims and just to see like how long it takes to process them or.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Whatever.
[AGENT][NEUTRAL] OK, I can, yes.
[AGENT][NEUTRAL] Um it's fine. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, so I, it's showing two different policy numbers. One is 1415882.
[CUSTOMER][NEUTRAL] And it and the other one is the same number but it ends in a one.
[AGENT][NEUTRAL] OK, thank you. All right. And for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the mailing address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I can go over your claims, but I'm not gonna be able to go over Mr. um [PII]'s claims due to security. Um, let's see.
[AGENT][NEUTRAL] OK, so you submitted some claims on the [PII] and the [PII]. Uh, the normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And those wellness claims, um, are they like $50 a year? Is that how that goes?
[AGENT][NEUTRAL] Let me check the benefits really quick. One moment.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. That be one more minute. I'm waiting on the documents to pull up, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] $50 yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is it the same amount of time for uh the cancel claim also?
[AGENT][NEUTRAL] All claims are processed.
[CUSTOMER][NEUTRAL] Um, the same amount of.
[AGENT][NEUTRAL] Timing frame, yeah, they're all processed in 7 to 10 business days. Now, the cancer claims, um, we'll review the documents if we need additional information. It usually takes a little bit longer, so it could take up to 14 business days for the cancer claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] No, right. Well, thank you for calling APL. You have a good afternoon.
[AGENT][NEUTRAL] It's not today.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Oh.