AccountId: 011433970860
ContactId: bdb2621c-61af-4cd3-b285-0f24bcf865c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346899 ms
Total Talk Time (AGENT): 73204 ms
Total Talk Time (CUSTOMER): 227169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/bdb2621c-61af-4cd3-b285-0f24bcf865c7_20250430T14:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm returning a call I got from, uh, [PII] in claims, uh, trying to get a hold of her please.
[AGENT][NEUTRAL] OK, let me see, let me see if she's available. May I have your name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you mind providing me the policy number so I can verify you?
[CUSTOMER][NEUTRAL] OK, hang on one second, let me get it pulled back up.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Oh, it says y'all got an error, but I think I can still get to the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, send a message to let me see.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Yeah, 250.
[CUSTOMER][NEUTRAL] 6754.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me just a minute, I'm just sending a message to her see if she's available.
[CUSTOMER][NEGATIVE] OK, yeah, this weather's got everything all messed up. Y'all system, my internet's all down. Everything is bad.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Does it ever stop raining there?
[AGENT][NEUTRAL] Um, it, it looks like it's gonna rain again.
[AGENT][NEUTRAL] Today, so, um.
[CUSTOMER][NEUTRAL] Uh, I know I'm up here almost in [PII], and yeah, it's been nonstop raining. It's like a lake outside.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, it looks like it is gonna rain a little bit, a little bit dark. Um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I'm waiting for her response. While I wait on that, let me have your date of birth, mailing address and email address for security.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][NEUTRAL] All right, she has to go ahead and send you through. So let me go ahead and put you on the line with [PII], OK, one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Good morning. How are you, [PII]?
[CUSTOMER][NEUTRAL] Alright, I got him up. You can transfer.
[AGENT][NEUTRAL] OK, I did verify everything just in case, OK? Here he comes.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, have a good day. Thank you. Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hello mister. Alright, thank you so. Mr. [PII], how you doing this morning? Pretty good, [PII]. How are you doing? I'm sorry I missed your call. I was in the bathroom. Oh, that's all right. uh I believe I had got an email I think one of your agents was was uh emailing I think you have some concern about what's going on with your disability policy. Oh of course I do because it's been so long and yeah.
[CUSTOMER][NEUTRAL] OK, but let me explain it to you. OK, your policy effective date was [PII]. So on your policy, if you submit a claim within your 12 month period before your 12 month preexisting period is up.
[CUSTOMER][NEUTRAL] Have to get medical records to rule out that you had not treated for this medical condition between [PII]. So I do see where you had sent in some medical information on your critical illness policy where you were diagnosed with this cancer in [PII].
[CUSTOMER][NEUTRAL] Also, I do see that you were seeing Doctor [PII], and that's who we get medical records from Doctor [PII]. I sent over the, I, I sent over the request to her on the [PII]. We got something back yesterday from the medical.
[CUSTOMER][NEUTRAL] Uh. Read the authorization claim. OK, can you hear me? OK so you got something yesterday from. Yeah, from the medical records department saying that they could not read the authorization claim form that's giving us permission to get medical records they said that it was not clear enough for them, so what I had to do is.
[CUSTOMER][NEUTRAL] Yeah, I had to mail it to mail it back to Doctor [PII]'s office, but what you can do, you can call Doctor [PII]'s office, give them permission to send us medical records between [PII]. And maybe they will go ahead and and get those medical records out to us. We don't need anything.
[CUSTOMER][NEUTRAL] Uh, we don't need anything beyond. OK, go ahead. I got an appointment with him this afternoon at [PII], so unfortunately probably won't be until tomorrow you get it, but yeah, I, I got an appointment with her or actually her boss, she's a PA but uh the urologist is her boss at the time and I got an appointment with him this afternoon so I'll make sure I'll let them know that and give them all the, you know.
[CUSTOMER][NEUTRAL] Yeah