AccountId: 011433970860
ContactId: e411b0f0-b2da-4d29-91c8-3d6cc03d58fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317239 ms
Total Talk Time (AGENT): 113597 ms
Total Talk Time (CUSTOMER): 191125 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e411b0f0-b2da-4d29-91c8-3d6cc03d58fa_20250530T12:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. How are you? I'm over in customer care.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have an insured on the line who is asking about when a claim is gonna be processed. I told her she just needs to give it a little bit more time. I don't know if she just needs to hear it from another person's voice, but she's wanting to know when this additional information she uploaded is gonna be processed. Do you want her policy number?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] 253-1373 for Evola Alfred.
[AGENT][NEUTRAL] OK, so it just came in.
[AGENT][NEUTRAL] Alright you can send her on over.
[CUSTOMER][NEUTRAL] OK, give me one second. I'm gonna let her know I'm gonna transfer.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning [PII] how are you?
[AGENT][POSITIVE] I'm doing well thanks for asking how are you?
[CUSTOMER][NEUTRAL] Good, um, did you need the policy information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No ma'am, she gave me your policy number and she stated you were calling to see when the additional information would be processed, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, because you guys also send me a link to my phone and I don't see anything but it's just received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was like that was from uh um you guys did the initial payout of the 5000 and then you rejected the other ones because you needed additional uh codes or if if I'm saying that right you needed additional TT whatever T code whatever where you could see exactly what.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was being charged for, am I explaining that right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, when I spoke to the young lady in claims, I did speak with somebody in claims last week, um, that shared that information with me. I pulled the information right away and got it back to y'all. So it was to me, it should have been kind of like done because I sent it back to you like right away. And she told me that if that was the case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, then you guys would kind of like pick up where you left off at and you would have seen that it's um the same information but with the with the correct codes.
[AGENT][NEUTRAL] That's correct. OK, so, um, claims are processed in the order that they come in to our office. So whenever a claim comes in, even if we request, you know, additional information that goes with another claim, once it comes in, it is, it's treated like a new claim again even though we requested information, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Additional, uh huh.
[CUSTOMER][NEUTRAL] Oh OK, see, she didn't say it like, OK, right, OK, yeah, she just said that they would see it and, and get it processed. OK, so, OK.
[AGENT][POSITIVE] I'm sorry, I do apologize.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, so I would say allow a little bit more time because usually um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, they do get try to get them done in a timely manner, but I would say uh.
[AGENT][NEUTRAL] Usually, uh, anywhere between 7 to 10 days and so I know we're right there at that 7 to 10 days, uh, but I, I will check on it today to see where they are and if you wanna check back with us maybe in the middle of next week to see if it's been done, but I'm sure it should be by that time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well I'm just like you guys don't need no additional information.
[AGENT][NEUTRAL] At this time, I do not know because the claim has not been reviewed, but as I stated, I will reach out.
[CUSTOMER][NEUTRAL] Oh, it's not even been touched, huh?
[AGENT][NEUTRAL] No, ma'am, no. Like I said, it goes back in line and and it's treated as a new claim. So, uh, with, with this one, I wanna say they usually have at least 15 days to process it even though we try to get it done in a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You know, sooner than that, but I will go ahead and check on that for you since you were, you spoke to someone last week when they came in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, because she was like just if you could go ahead and pull that information and then we could kinda like pick up where we are and get it back out to you and I thought that would be most helpful because these bills are starting to pop in like real good.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] I need the um the assistance, you know, one of my bills was like over $4000 and then my surgery is coming up and that's another $1500 out of pocket in addition to all the co-pays and whatnot um that I've been paying out like every week, you know, sometimes 2 or 3 doctor's appointments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's already absorbed, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All
[CUSTOMER][POSITIVE] Well thank you for um sharing that information um with me.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] But I'll go ahead and look and see if we can see where they are with it, OK.
[CUSTOMER][POSITIVE] OK, have a good
[CUSTOMER][POSITIVE] OK thank you have a great day.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah.