AccountId: 011433970860
ContactId: bcbded22-6bf2-4795-99e6-895614f01900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352799 ms
Total Talk Time (AGENT): 136979 ms
Total Talk Time (CUSTOMER): 86715 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bcbded22-6bf2-4795-99e6-895614f01900_20250117T16:21_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is Mrs. [PII]. I'm calling about my claim.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, it's 244-781-1.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I live at [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], this is claim for yourself.
[CUSTOMER][NEUTRAL] No, it's on my husband, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm checking on that for you. Bear with me just one moment.
[AGENT][NEUTRAL] It looks like that they have requested medical records and they have not been received.
[CUSTOMER][NEUTRAL] What medical records because I've sent them everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do see that they just checked on those medical records for Shared Care on the [PII], and they said that they have been mailed on the [PII].
[AGENT][NEUTRAL] Of January.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] If you don't mind holding just one moment, let me get you to our um cancer department so they can check on that for you. Would that be OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you [PII] one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling AP. This is [PII]. How can I help you?
[AGENT][POSITIVE] Well hello, my friend. Happy weekend. Happy Friday.
[CUSTOMER][NEUTRAL] Same to you, and I don't, I can't take no more calls a day.
[AGENT][NEUTRAL] This is my first call.
[AGENT][NEUTRAL] Everybody else been bothering you?
[CUSTOMER][NEUTRAL] Oh my God, I had to miss you.
[AGENT][POSITIVE] Oh my goodness, I'm so sorry. I, I, girl, you can take this call and then I ain't gonna bother you no more.
[CUSTOMER][NEUTRAL] What you got?
[AGENT][NEUTRAL] Fingers crossed. I've, I've got policy number 244.
[AGENT][NEUTRAL] 7811.
[AGENT][NEUTRAL] Marjorierews for her husband's policy, uh, claims on the uh [PII], you know, yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, what's the callback number?
[AGENT][NEUTRAL] It's the [PII].
[CUSTOMER][NEUTRAL] And you said it's um [PII] on the line?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she, she has been waiting a while. I can understand wanting to know.
[AGENT][NEUTRAL] But yeah, yeah, we can't do nothing until we get everything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it must be April she just hasn't gotten it back yet. Oh, OK, you can send it through.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. It, that my only call to you today, OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] He's so funny. I love you.
[CUSTOMER][NEUTRAL] It's, it's very.
[AGENT][POSITIVE] All right. You have a good weekend. Let me get Ms. [PII] on the line, or Miss [PII]. I've been calling her mysteries. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], 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][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII], um, in the claims department. Um, the rep stated that you were trying to find out the status of your, um, husband's claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it's going on 3 months now.
[CUSTOMER][NEGATIVE] Yeah, we just haven't received um
[CUSTOMER][NEUTRAL] The medical records back.
[CUSTOMER][NEUTRAL] Medical records from who?
[CUSTOMER][NEUTRAL] So we sent them off to, give me one second, let me see what.