AccountId: 011433970860
ContactId: cffced92-d2b9-415e-ba44-88fe6362662b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351630 ms
Total Talk Time (AGENT): 114397 ms
Total Talk Time (CUSTOMER): 160524 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/cffced92-d2b9-415e-ba44-88fe6362662b_20250123T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, excuse me. This is [PII], and last, last week I believe it was.
[CUSTOMER][NEUTRAL] I uh went in on the website and entered 2.
[CUSTOMER][NEUTRAL] Two claims
[CUSTOMER][NEUTRAL] And I was just calling about I, I've done this on the internet before last year, and but I didn't know if, uh, you know, if they went through or anything.
[AGENT][NEUTRAL] OK, I can check for you. [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 0058
[CUSTOMER][NEUTRAL] 9403.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] And another thing too, I don't know if you can handle this, they still got my.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Husband listed and he passed away.
[AGENT][NEUTRAL] OK, let's take a look at that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So you're correct. I do show that you have an online account set up. Did you try to go and upload something?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, well, you know, I, I loaded, well, I added them claims. One, OK, uh, one was for my mammogram and then one of them was for my cancer screening.
[AGENT][NEUTRAL] Oh, I see them.
[AGENT][NEUTRAL] There's 2
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see 2. You uploaded them around the [PII]?
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] Yeah, yeah, I think, yeah, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they're in line for processing.
[AGENT][NEUTRAL] And then you also stated that your spouse is no longer, um, he's passed away, so we need to get him removed?
[CUSTOMER][NEUTRAL] Yeah, he.
[CUSTOMER][NEUTRAL] I don't know why. I mean, it might have been my fault, you know, but, uh, yeah, he, he passed away in [PII].
[AGENT][NEUTRAL] What was the, the month and day?
[CUSTOMER][NEUTRAL] Ma'am
[AGENT][NEUTRAL] What day?
[CUSTOMER][NEUTRAL] Um, [PII], mhm.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK. Uh, do you remember sending us a copy of the death certificate because that way we can get him removed.
[CUSTOMER][NEUTRAL] Did, did I send it?
[AGENT][NEUTRAL] Yes, because it looks like right now we're uh you're paying for, well, it's set up on individual though, so give me a second let me.
[CUSTOMER][NEGATIVE] But now under when I first go in on my account it says under his name it says active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh, let me see.
[AGENT][NEUTRAL] it shows that it's individual coverage, but I do show him active on my end as well. Go ahead and send us, um, which means you're only being charged for just you, but go ahead and send us a yeah, a copy of the death certificate and we can get him removed.
[CUSTOMER][NEUTRAL] Oh, it
[AGENT][NEUTRAL] With that document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Using that document.
[CUSTOMER][NEUTRAL] OK, um, let me see now, hold on.
[CUSTOMER][NEUTRAL] I need to write down what I need the address.
[AGENT][NEUTRAL] Um, you can email it if you would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] It's care team that's all together.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me call it back. [PII], that's written together.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll get that taken care of. So now I'm a
[AGENT][NEUTRAL] OK. And the other question was you.
[CUSTOMER][NEUTRAL] And that, but I'm only paying for me, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But now getting back to the claims.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, how, how does it, how long does it usually take to, uh,
[AGENT][NEUTRAL] You mean the processing time frame?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's generally 7 to 10 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that, that business days is not including the weekend.
[CUSTOMER][POSITIVE] OK. All right then, thank you.
[AGENT][NEUTRAL] All [PII], [PII], anything else?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Call
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.