AccountId: 011433970860
ContactId: d8554cd6-aafb-46c9-b33a-6d8ce2d006c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207529 ms
Total Talk Time (AGENT): 71344 ms
Total Talk Time (CUSTOMER): 75216 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d8554cd6-aafb-46c9-b33a-6d8ce2d006c7_20250110T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I need to get a copy of um,
[CUSTOMER][NEUTRAL] Some policies
[AGENT][NEUTRAL] Sure, I can.
[CUSTOMER][NEUTRAL] That my mother has.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] My name's [PII], and they're in reference to [PII].
[AGENT][NEUTRAL] Can I get a callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] 591-219.
[CUSTOMER][NEUTRAL] That's one of them, and then I have another one.
[AGENT][NEUTRAL] Could you please verify her date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] It's uh [PII] and the address is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] [PII], thank you so much for verifying that information. One moment please while I review the file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you stated that you need um a copy of the policy mail?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Or emailed if we can get it emailed that'd be great.
[AGENT][NEUTRAL] Uh, we're not allowed to do policies by email.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yeah, if you can mail them.
[AGENT][NEUTRAL] One moment, please. um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you would like uh um for both policies, policies for both policies. OK. Is there anything else, [PII], I can help you with today?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, so I have one question on the
[CUSTOMER][NEUTRAL] She was diagnosed with uh multiple myeloma. Uh, so for the lump sum, I've been told that that's like a lump sum. Uh, it's policy number 591219, that it's a $5000.
[CUSTOMER][NEUTRAL] Lump sum payment.
[CUSTOMER][NEUTRAL] So I have submitted.
[CUSTOMER][NEUTRAL] I guess a claim. I fill out the claim form. I've turned in the pathology report, the doctor's report stating that she has the cancer. What else do I need to turn in?
[AGENT][NEUTRAL] OK, so if you filled out the claim form and you submitted the pathology report, those documents will be reviewed. I do see where there are some mail numbers for some um documents. We have 7 to 15 business days from the date that we receive it. It has yet to receive a claim. Once the information will be reviewed, if there's any additional information, then, um, an explanation of benefits would be mailed to the address we have on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And if they need additional uh information they'll contact us and tell us what they need.
[AGENT][POSITIVE] That's correct. That's correct. Mhm.
[CUSTOMER][POSITIVE] OK. I appreciate it. Thank you.
[AGENT][POSITIVE] No problem. Thank you so much, [PII], for calling ATL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.