AccountId: 011433970860
ContactId: e3ec6c74-7786-4b33-8905-86a2cde5c315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778039 ms
Total Talk Time (AGENT): 192524 ms
Total Talk Time (CUSTOMER): 282780 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e3ec6c74-7786-4b33-8905-86a2cde5c315_20250130T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wondering if you could look up something else, some claims for me.
[AGENT][NEUTRAL] OK, uh, sure, I can check my history. And may I have your name?
[CUSTOMER][NEUTRAL] [PII] My last name is [PII].
[CUSTOMER][NEUTRAL] And my birthday is [PII].
[AGENT][NEUTRAL] Do you have a policy number for me, Miss?
[CUSTOMER][NEUTRAL] I don't have one pulled up I was giving you my social. It's [PII].
[AGENT][NEUTRAL] OK, I'm, I'm sorry. I, I'm sorry. I do apologize. Give me just a minute, OK? I have to pull another system to that to get that and I don't wanna write that number down. OK, um, right now.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Miss?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and I need to verify the mailing address, email address on file.
[CUSTOMER][NEUTRAL] Um, [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] It looks like we received um some documents, like 4 documents on the [PII] which um they are in line to be processed, but they have not been processed yet. Um, the
[CUSTOMER][NEUTRAL] Yeah, but today is day 10, and I spoke with someone earlier in the week, and they said by day 10, they must be processed. And I have waited and waited and I'm trying to find out if there's missing information, what the problem is, but today is process day. Today is the, today is the 10th business day since those were filed.
[CUSTOMER][NEUTRAL] And so there should be somebody looking and so maybe there's a manager I can speak with that can get that ball rolling because after 10 days it even says in my policy that y'all must process those and so I'm trying to figure out what is the deal.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me see if there's somebody working on them. One moment.
[CUSTOMER][NEUTRAL] And the lady, myself that I spoke with a couple of days ago, herself literally said, you need to call back if they're not processed by the 10th day. The 10th day is today.
[CUSTOMER][NEGATIVE] And so I told her that I would call back and she said that it was in line, but I mean, I'm tired of hearing in line, but not getting done because this is huge for me. I have cancer. I'm not working. This is my cancer policy. I really need to know, especially if there's something on there that's not being filed properly, I need to know it so that I can fix that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let me see who's working on that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, so yes, I do see somebody. OK, um, do you mind holding for me?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm just, hi, I'm doing fine. How about you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm good. I'm good, thank you. Um, I have, uh, OK, I have a member there it's a little bit upset and I just, you know, didn't want her to be waiting because she's a little bit upset already. Um, so she's calling because she has called, um.
[AGENT][NEUTRAL] Several times about her claims, um, and we keep telling her they're in line to be processed, which they are in line to be processed. Um, but uh she said that they're supposed to be already processed by today and they're not, so she just wants to speak to somebody else, um, because she don't want to hear that no more. I'm sorry. Um.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] It's 1775159.
[AGENT][NEUTRAL] And basically the reason she says that is because she wants to know if she's still missing information she wants to know now instead of just, you know, having to wait and she wants to know if what she sent is all she needs.
[CUSTOMER][NEGATIVE] I wonder why they're not processed. They should have been already done on the [PII], and that canceling at 7 to 10 business days or?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, mhm, 72, mhm, yeah.
[CUSTOMER][NEUTRAL] Um, 123456789 10.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Um, what I'm gonna do is I'm gonna tell her I'm gonna send, um, the team leader an email and let me look and see what day the mail because I mean I don't know what to tell her. I can't process these claims. These are.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you.
[CUSTOMER][NEUTRAL] Um, are they, what, what data are they working on?
[AGENT][NEUTRAL] It looks like they're assigned to [PII], but [PII] made the note the last time, so I'm like.
[AGENT][NEUTRAL] I is it really assigned to [PII] or [PII] just touched him and that's why I see her name. I have no idea.
[CUSTOMER][NEUTRAL] Let me let me look in her folder.
[AGENT][NEUTRAL] I'm part of the same so I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is her name? [PII]. Um.
[AGENT][NEUTRAL] Yeah, well ends.
[CUSTOMER][NEUTRAL] Are they in her pending?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm looking for them, but I don't see them in [PII]'s folder.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They're not?
[CUSTOMER][NEUTRAL] No, I wonder if she can they were completed by accident. I wonder.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Not sure, but I see that uh what I see, I'm looking at on base under the APL claim lookup. I, I pulled the mail number and it says workflow Q [PII], um, so I'm not sure if it's because she touched it or if she worked on it. I'm, I'm not sure, um.
[CUSTOMER][NEUTRAL] OK, you can go ahead and transfer her and I'll, I'll talk to her and tell her I'm gonna have to send the examiner an email and have her to expedite it and give her a call back is what I'm going to do.
[AGENT][NEUTRAL] It's just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK. Thank you so much. Let me put her in. OK. And the contact number is the same one in the system. OK. You're welcome.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] Uh-huh, thank you. And 25, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I got Ms. [PII] on the line. She's in the claims department. Um, she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, and you're wanting to know the status of the claim and when it's gonna be reviewed and processed? Yes, because you only have 10 business days and today is the 10th business day. Right, I understand. um, give me what I'm gonna have to do is, um, I don't process the claims, but I do answer the phone calls, uh, the examiners and all the examiners pro um, you know, speak on the phone so that they can get these claims processed.
[CUSTOMER][NEUTRAL] Um, give me one minute. I'm going to, and it looks like there are several pieces of mail that, you know, they're all pretty big that gives them time. I don't know why they have not. I can't give you a reason why they have not been processed, but what I'm gonna do is I am gonna send the examiner an email and ask her if she could get these done before the end of the day, um, and I'll have her to give you a call back when she gets them reviewed and processed.
[CUSTOMER][NEUTRAL] Is there anything missing? I, I do not know because there's a lot of mail they haven't been looked at there's several pieces um of of mail for her to look at so I just cannot, I can't we we wouldn't be able to tell you until it's getting they review the entire every piece of mail and then they will be.
[CUSTOMER][NEUTRAL] Yeah when she calls you back she can let you know um but I will, I have, well I have something processed by this evening like I should. I can, I cannot guarantee it. All I can do is send an email at this point because your policy states that we have 10 business days to get that processed.