AccountId: 011433970860
ContactId: d8e54634-dc21-4536-a0c4-5d3830bdd5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269970 ms
Total Talk Time (AGENT): 169207 ms
Total Talk Time (CUSTOMER): 39450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d8e54634-dc21-4536-a0c4-5d3830bdd5ad_20250115T17:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm I'm checking on my plan.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the claim status today, my friend. Can I have your name please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And [PII], do you have your policy number handy?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] I can search for your policy if you'd like with your social.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Could you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect. And do you know if you're calling for your accident policy or that cancer policy?
[CUSTOMER][NEUTRAL] Cancel.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some additional information with you if you don't mind the mailing address on file?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, could you verify that? Yes, could you verify that for me, please?
[CUSTOMER][NEUTRAL] You need it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm so sorry, but could you also verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] I am so sorry. I sneezed and I accidentally put you on hold. I'm so sorry, sir.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Thank you for verifying that information and so I do see that we had a claim, um, we had two of them that they processed for you yesterday. Are those the ones you're looking at or wanting to look at?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, can I look at the first one. I do show that they both those claims are pending, and right now it says they're pending medical review. Um, so we have
[AGENT][NEUTRAL] Um, we have a doctor who works for us that uh has to review all the claims that come through and so right now they're just pending his review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see. I wish I could tell you that like we had a really short turnaround time on that, um, but unfortunately, I believe he is the only doctor on hand that does these reviews. So the turnaround, um, can be up to a couple of weeks.
[AGENT][NEUTRAL] On that.
[AGENT][NEUTRAL] I would say.
[AGENT][NEUTRAL] If not, I would, I'd say roughly 15 days um as a turnaround.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and that would be 15 days from the [PII], so.
[AGENT][NEUTRAL] The [PII] would be 15 days from now that so I'd I'd give us a call maybe [PII] and see if they've been reviewed at that point already.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, because I, I called him last time that's like uh.
[CUSTOMER][NEUTRAL] That was in uh December.
[CUSTOMER][NEUTRAL] That was in [PII] I talked to him.
[AGENT][NEUTRAL] Yes, I do see that. It looks like on our side it was submitted for review on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. I'm really sorry. I wish I had like better news, like it was done processing or it was gonna be so quick or we had a billion doctors who were working here with us and it would be looked at in just a jiff. Um, so I am really sorry. I know it's, it's hard to wait when you've already been waiting so long, um, but I definitely, I would reach out maybe [PII], and that gives them about 2 weeks from the time it was submitted to review for them to go through it and hopefully by then we'll have a little more answers for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, [PII], and then is there anything else I can do to help you out today, my friend?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right perfect well hey thank you so much for giving us a call and if there is anything you need please reach on out and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. You take care.