AccountId: 011433970860
ContactId: c463c4ff-4cab-46c7-8a5e-cdbbd90c6545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466179 ms
Total Talk Time (AGENT): 148485 ms
Total Talk Time (CUSTOMER): 179430 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c463c4ff-4cab-46c7-8a5e-cdbbd90c6545_20250530T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to check on the pending claim.
[AGENT][POSITIVE] OK. Happy to check on a claim. Do we have a policy number?
[CUSTOMER][POSITIVE] Yeah, let me get that. I'm sorry that I had it with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's 253.
[CUSTOMER][NEUTRAL] 1373.
[AGENT][POSITIVE] All right, thank you. Let me pull this up.
[CUSTOMER][NEUTRAL] Yeah you guys process the initial um policy um.
[CUSTOMER][NEUTRAL] The one time, um, dollar amount, however, there was some additional.
[CUSTOMER][NEUTRAL] Claims that was submitted with it and then I talked to a representative and you guys needed the.
[CUSTOMER][NEUTRAL] What was it the CT?
[CUSTOMER][NEUTRAL] Um, CT numbers, the code numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I faxed that the next day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm like to me it should have been, yeah, finished.
[AGENT][NEUTRAL] So you're just checking to see. OK.
[AGENT][NEUTRAL] OK, let's take a look. So I have the policy up. Can I get your name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then I just need to verify your um physical address and email address, please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and what do you need?
[AGENT][NEUTRAL] Oh, just the email.
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. All right, so I do see the pay that was made on the [PII] and then you uploaded some documents on the [PII] and I show another one on the [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 2 yeah [PII] and those went to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The initial uploading on those other ones because they needed the they needed the the CT scan code and so I thought they were gonna review it and you know kick it right back out so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEGATIVE] Yeah, now it looks like it's taken a little bit longer unfortunately. It is still there and pending. Uh, no decision has been made, so generally they, we ask for 5 to 7 business days for claims to be worked and processed.
[AGENT][NEUTRAL] And with it being a holiday on Monday, we weren't in the office this week on Monday. So, yeah, I would give it a few more days still.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, is there any additional information or?
[AGENT][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] There was another department oh go ahead.
[AGENT][NEUTRAL] Oh, I was just gonna say, yeah, it's not asking for anything additional and um
[AGENT][NEUTRAL] I can see everything that you uploaded.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I see the CPT codes now, so I do see those.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it seems like we've gotten everything if that's what was missing with the CPT. I do see those on your uploads, so.
[CUSTOMER][NEUTRAL] Yeah, so can we reach out to the other department and see when it's gonna be um finalized because it's it's been over the amount of days.
[AGENT][NEUTRAL] Um, yeah, I mean I can reach out to claims.
[AGENT][NEUTRAL] They may they probably.
[CUSTOMER][NEUTRAL] Yeah, could you please?
[AGENT][NEUTRAL] Yeah, I mean, they may not have a specific date to give you, um.
[AGENT][NEUTRAL] They may just say it'll take.
[CUSTOMER][NEUTRAL] OK, well that's if we could just try.
[AGENT][NEUTRAL] OK. Uh, give me just one moment.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] It's not been.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. How are you? I'm over in customer care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have an insured on the line who is asking about when a claim is gonna be processed. I told her she just needs to give it a little bit more time. I don't know if she just needs to hear it from another person's voice, but she's wanting to know when this additional information she uploaded is gonna be processed. Do you want her policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 253-1373 for Evola Alfred.
[CUSTOMER][NEUTRAL] OK, so it just came in.
[CUSTOMER][NEUTRAL] Alright you can send her on over.
[AGENT][NEUTRAL] OK, give me one second. I'm gonna let her know I'm gonna transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience, [PII]. I have claims on the other line. I'm gonna transfer you over.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][POSITIVE] Good morning thanks for calling APO this is [PII]. How can I help you? Hi, good morning [PII] how are you? I'm doing well thanks for asking how are you? Good.
[CUSTOMER][NEUTRAL] Um, did you need the policy information? No ma'am, she gave me your policy number and she said that you were calling to see when the additional information would be processed, is that correct? Yes ma'am. Yeah, because you guys also send me a link to my phone and I don't see anything but it's just received.
[CUSTOMER][NEUTRAL] And I was like that was from uh um you guys did the initial payout of the 5000 and then you rejected the other ones because you need the additional uh.