AccountId: 011433970860
ContactId: e6d2f70a-24a0-43fc-bae3-890c68745d9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504570 ms
Total Talk Time (AGENT): 266840 ms
Total Talk Time (CUSTOMER): 230955 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e6d2f70a-24a0-43fc-bae3-890c68745d9b_20250528T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I have a question for you. I have, uh, we have turned in a claim and it still says it's in progress and I'm just curious, um, it's on the cancer that my husband has.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was just curious if there's anything else they need regarding that claim or.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I could check on that status for you, uh, and see what what's going on regarding that claim. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is going to be policy number is 256-767-6.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that [PII]. OK, and you did say this claim information was for [PII], correct?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] That is correct. That is correct.
[AGENT][NEUTRAL] OK, so I am seeing quite a bit of information that looks like it just completed processing today um let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, quite a bit of information on here and it just completed processing so it might take um I would say no later than tomorrow you should see that accurate information reflected on the website it might even be later today uh but I am showing that it did complete we did pay a benefit of uh let's see.
[AGENT][NEUTRAL] $100,050 even um I don't have any additional information at this time. Did you all set up a direct deposit?
[CUSTOMER][NEGATIVE] I did, but it's not been going they they're still sending me checks. That's the crazy part.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It might have been from when um so I do see that information so um as this just completed processing you should be getting that in that account um uh depending on your bank, of course I would say no longer than 3 business days. Uh, it could be I would imagine it'd be sooner than that but again as it just completed processing today and it is Wednesday, I'd say probably about Friday.
[AGENT][NEUTRAL] You should see that hit in your account um and then of course you should see that updated information um that is updated correctly no later than tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you said that they paid the claim of $100,050?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, that's what I needed to know. OK, well I will uh definitely check back tomorrow and see uh if it's been updated on the website since I just finished processing it today and then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And then um probably I mean I'll kind of watch and see if it comes through my bank account. If it doesn't come through my bank account by Friday, should I call you guys back on Monday?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, on Monday, absolutely, because I wouldn't think again all banks are very different, but I wouldn't imagine it. I haven't seen a case where it took longer than 3 business days, so, um.
[AGENT][POSITIVE] Yeah, I would say Monday if you haven't seen anything even like a pending uh deposit transaction under your account information, give us a call back and we'll we'll see what we can do for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, alright, that sounds good. And other than that, I think you've answered all my questions. I just wanted to make sure that you guys had everything you needed because we just keep getting bills and I'm like, OK.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] I understand and yes I understand.
[AGENT][NEUTRAL] Yeah, well, and I will say, um, from the time that we receive it, it can typically take about 7 to 10 business days for claim information to complete processing at times it can take a bit longer if there's quite a bit of information to sift through, um, but yeah, more than welcome to give us a call if you wanted to check just to make sure everything is good.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me ask you another quick question because uh we also have a check for the $500 for the medical imaging benefit in [PII] and that was on another uh because I still had benefits it's just for some odd reason it I don't know what they do. I don't know how they do it but anyway it says it lapsed, you know, and but it was no I'm sorry, no, it was active uh but they put it on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A lapsed.
[CUSTOMER][NEUTRAL] Thanks. So I don't know. I don't know how they work, but that one is OK to go ahead and put in the bank, is that correct?
[CUSTOMER][NEUTRAL] That check
[AGENT][NEUTRAL] Yeah absolutely if you've received the check for from us, yes, um, OK, well I think I understand what you mean, um, so the policy that was lapsed, as long as that policy was active during a date of service that you were trying to file a claim for it would most likely go to that one. So for example, the policy that you had before this one was active from [PII].
[AGENT][NEUTRAL] So that one is not currently active you do have another one that's active if it was for that time period it would still go under that policy does that make sense?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, yes, that does make sense that absolutely does make sense. OK, that definitely makes sense.
[AGENT][NEUTRAL] Yeah, because there's technically there is no timely filing limit so even if you know that was the only policy you had with us as long as there was something uh procedure or anything like that that you had at that time you can still file those claims as long as it was active during then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, perfect. Well, that's what I, I thought, wait a minute, wait a minute, what's going on here? That's why, but that makes sense.
[AGENT][NEGATIVE] Right it is very confusing trust me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, well you have answered everything that I needed to know and I do appreciate your help and you guys have been great. I love the customer service that we've always received from you guys that is utmost important for any company, yes.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] I'm glad to hear that.
[AGENT][NEUTRAL] That is the goal.
[AGENT][POSITIVE] It absolutely is. It abs and I think all of us have been on the receiving end, um, and especially dealing with things like this, it just a little bit of friendliness and helpfulness can go a long way.
[CUSTOMER][POSITIVE] Right, exactly. Well, and I mean every time I've called you guys have been there and answered my questions and tell me if I had any other questions to call you back and so I just appreciate that.
[AGENT][POSITIVE] Yeah, absolutely, I can say everybody, especially where I'm at, we absolutely love what we do, that being able to help like that and provide some peace of mind that it we enjoy it.
[CUSTOMER][POSITIVE] OK, perfect. Alright, well we would continue paying our yearly payment to you guys and then go from there.
[AGENT][POSITIVE] Glad to hear it. Well, I hope you have a great rest of your day, [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] And do you know that's due again that's due again in uh October, isn't it? Will they send me a statement on that?
[AGENT][NEUTRAL] Oh, let's take a look.
[AGENT][NEUTRAL] Let's see, give me just a moment. Let's see. I have it paid to you.
[AGENT][NEUTRAL] [PII] of this year, so yes, should be getting it around that time end of October to beginning of November.
[CUSTOMER][POSITIVE] OK, alright, OK, I'll make sure I get it paid then.
[AGENT][POSITIVE] All right sounds good have a great rest of your day Miss [PII].
[CUSTOMER][POSITIVE] All right. Thank you. Bye, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.