AccountId: 011433970860
ContactId: dce6f5ac-e029-45ab-8606-01adc998d4a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345220 ms
Total Talk Time (AGENT): 132308 ms
Total Talk Time (CUSTOMER): 143078 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/dce6f5ac-e029-45ab-8606-01adc998d4a0_20250328T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEGATIVE] [PII] OK, yes, uh, I do have, uh, an issue with my claim, and I did talk to someone the other day and they told me what they needed and I've done it and apparently y'all can't figure out that they're telling me it's a duplicate.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Y'all can't figure out to go look at the first one to say that I'm adding.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] More.
[AGENT][NEUTRAL] All right, let me, let me see what we can do and what information is here, OK? Um, do you mind, um, providing me your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 472-533
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII] for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And my, uh, you said my email address?
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] Oh, address [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Or it may have my post office box. I don't, I can't remember which one.
[AGENT][NEUTRAL] It's the first one, the one you provided to me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And this claim is for um Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's an ICU claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To me just a second.
[AGENT][NEUTRAL] OK, um, let me get the claims department on the line, OK? The support team. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APPL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good, thank you. Ready for the weekend and.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, I have a, uh, Ms. [PII] on the line. Um, she has a, um, ICU policy or critical illness, and, um, she said that, um, we are overlooking his her information for her husband's claim, um, because she said that she did send everything and that we're just overlooking, so I don't know if you can help her with that.
[CUSTOMER][NEUTRAL] I can certainly attempt to. What's the policy number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 472-533.
[AGENT][NEGATIVE] And I'm transferring her because she sounds a little aggravated about it, so.
[AGENT][NEGATIVE] I'm like, um, yeah, I'm not even gonna try to tell her to wait 24 hours.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and it's Mr. uh [PII] is the patient.
[AGENT][NEUTRAL] Yes, he's a patient. I got Ms. [PII], the wife on the line.
[CUSTOMER][NEUTRAL] And everything's been verified so.
[AGENT][NEUTRAL] Everything's been verified and the callback number is
[CUSTOMER][NEUTRAL] And I'm speaking to [PII].
[AGENT][NEUTRAL] The one in the system. Yes, you're, you're gonna be talking to [PII].
[CUSTOMER][NEUTRAL] [PII] that number listed as her call back.
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] OK, so it looks like uh they sent in a few things and we're asking for additional information she's saying that we have it, is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she's saying that it's there that we're just overlooking.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alrighty, let me see what I can figure out. Go ahead please.
[AGENT][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] OK. All right, thank you. Have a good day. One moment, let me put her in.
[CUSTOMER][POSITIVE] You too so OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Ms. [PII] on the line. She's in the claims support team and she's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi there, good, uh, afternoon, Miss Mrs. [PII]. My name is [PII]. I'm on the claim support team and I understand you have some, uh, additional questions just in regards to, uh, what we're, uh, requesting for, uh, Mr. [PII]'s claim, is that right?
[CUSTOMER][NEUTRAL] Well, yes, I sent the first claim. I thought that would be enough.
[CUSTOMER][NEUTRAL] Uh, y'all sent it back saying y'all needed more info, so I called and I talked to someone and they told me now that you had to have everything. So I went in there and I printed out everything because that's the only way you can do it now with Methodist is through the MyChart.
[CUSTOMER][NEGATIVE] Um, so I've done that. It breaks it.