AccountId: 011433970860
ContactId: e4957ef2-bee2-455a-8ebc-9c549d7be6bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438010 ms
Total Talk Time (AGENT): 96421 ms
Total Talk Time (CUSTOMER): 329770 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e4957ef2-bee2-455a-8ebc-9c549d7be6bc_20250523T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I have [PII]. I need to, we had back uh claim in.
[CUSTOMER][NEUTRAL] Uh, for [PII]. And on it, because she has a trach and doesn't have a voice right now, or I probably won't ever have a voice. Uh, we put her husband's phone number down on there.
[CUSTOMER][NEUTRAL] Because instead of putting hers and she, and after I, we didn't ask her, we thought that would be the best thing to do. So anyway, she said no, because her husband will answer his phone if they call if you don't know the number. She said just put my phone number, which the policy is in her name, and that way if it rings, I'll, I, I will make him answer it.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Let me look at. Hold on just a second. Hold on.
[CUSTOMER][NEUTRAL] You speaker phone then I'll go and I'll give you the policy number.
[CUSTOMER][NEUTRAL] I gotta look.
[CUSTOMER][NEUTRAL] I'm so blind.
[CUSTOMER][NEUTRAL] Hold hold on, let me get there.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What am I do? OK, hold on.
[CUSTOMER][NEUTRAL] Oh shoot. I it, no, no, hold on just a minute, let me pull it up.
[CUSTOMER][NEUTRAL] And we had faxed it in and the reason I had your number here is because we had to call you, get the darn fax number. It wasn't on the claim form.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, hold on. OK, and that's how I had the number. I told her, I said no, I still, I text her and told her I still have the number on my phone because when we faxed it, there was no fax number on it. So I had called this number to get the fax number.
[CUSTOMER][NEUTRAL] OK, hold on, I'm gonna find it. I'm gonna pull it up. I'm just having, it's, I'm slow.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Um, that's a Walgreens card. Yeah, she has my voice, so.
[CUSTOMER][NEUTRAL] I just figure we'll put her husband's phone number down. Lord, he will not answer that phone. If he does not know who it is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] She said put my phone number on I said oh shit. Now we faxed this stuff on Monday. It was 15 pages. Hold on, let me find it. I had a Walgreens, but I don't want that hold. You can tell I'm in here with somebody. He's talking to somebody. Uh, I'm scanning slow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] I can look it up by her last name.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I can look it up by her last name too.
[CUSTOMER][NEUTRAL] I have to.
[CUSTOMER][NEUTRAL] You can't, but let me tell you, I don't know if it's under [PII]. That's her, her, her, she goes by [PII], but when she bought the policy, she's had it so long. I think it was under her other married name from a long time ago.
[CUSTOMER][NEUTRAL] But it probably under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, yeah, when she bought this, she was uh that was back years ago from her second husband. OK, her policy number is 456-444.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And our group number is 8124.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, she was [PII] when she bought it, but she's, you know, she's not that anymore.
[CUSTOMER][NEGATIVE] But he's long gone. He's dead, matter of fact.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Oh Lord, now don't, I don't know take it off speaker. OK, go ahead.
[AGENT][NEUTRAL] I'll have to, what I'll have to do is send out an authorization to uh add you to the policy. What was your name?
[CUSTOMER][NEGATIVE] I am [PII]. I'm on it. They put me on to talk because she can't talk. Her voice, she has no voice.
[AGENT][NEUTRAL] OK, and double check.
[CUSTOMER][NEGATIVE] And uh and what happened is like I said, you, y'all have her regular number, I'm sure, but I didn't put that on the claim form because her not being able to talk if y'all call her phone. Well, then she says that her husband had to retire last Monday or Monday before last because of this cancer. And so anyway, she said, she text me, no, you should have put my number.
[CUSTOMER][NEUTRAL] Cause [PII] won't answer his phone. And I said, well, I will call him in the morning and I, well, didn't get to be this morning and I'll tell them to put your phone number on the back. But y'all, y'all should have her phone number.
[CUSTOMER][NEUTRAL] She's had the same cell phone number forever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I just, I can't change it without her authorization and so what I was gonna do is send a form to the home address and then she she can fill that out in writing and then.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, can you just call her number and he will answer it, she's saying. She will make him answer it and then she, she can make a sound. It's just not, you, you know, she can't talk.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] And he has a policy with y'all also.
[AGENT][NEUTRAL] Right, but she's the only one that can make changes on the policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, on, on the policy, her phone number will be on it, but the claim form I put his phone number so if you had a problem with the claim, you would call here so the her phone number is on my policy.
[AGENT][NEUTRAL] OK, well, we don't, we don't make.
[CUSTOMER][NEUTRAL] Her number is [PII].
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] We don't call, we don't call you when there's something wrong with the claim. We'll send an explanation of that.
[CUSTOMER][POSITIVE] Y'all mail something good enough.
[AGENT][POSITIVE] Yes, yes, we'll mail something.
[CUSTOMER][POSITIVE] So y'all, y'all do [PII]. OK, good enough.
[AGENT][NEUTRAL] Yeah, that's what we do, yeah, and I show it.
[CUSTOMER][POSITIVE] That's good then.
[AGENT][NEUTRAL] So we have received it and it's in processing.
[CUSTOMER][NEUTRAL] OK. I sent 15 pages, Lord.
[AGENT][NEUTRAL] OK, yeah, let me, uh, let me see and make sure we got that that I see it's, uh, let me see the number of pages. Give me just a moment, OK?
[CUSTOMER][NEGATIVE] Well, the claim form would have been 2 of them and then 1 pathology report was 6 pages, and then 1 pathology report was 3 and another pathology report was 3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it was a total of 15 pages.
[AGENT][NEUTRAL] OK, that looks like what we received. So we've got that 15 pages and we will notify you by mail if there's any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is perfect. Yeah, but her, her home address is on there.
[AGENT][POSITIVE] Yeah, we've got it.
[CUSTOMER][POSITIVE] OK, good enough. That is perfect.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it. I, we just thought it was me and her sister were at the fax place and we just felt like it would be better to put her husband's phone number because he can talk.
[AGENT][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] We didn't know he if he gets an oddball phone number, he ignores.
[AGENT][NEUTRAL] Right, understandable.
[CUSTOMER][NEUTRAL] Oh, well, it did, you know, cause it asked for the phone number but I didn't know why because I knew they would have her phone number at, you know, uh, y'all would have her phone number but we wrote down here as pretty as you please.
[AGENT][NEUTRAL] OK, well, we'll, we've got it in processing.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] That'll be great. OK. Thank you. All right. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good weekend. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh alright bye bye.