AccountId: 011433970860
ContactId: ee089639-b4d5-4a43-977e-672d61c59369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235500 ms
Total Talk Time (AGENT): 93586 ms
Total Talk Time (CUSTOMER): 112523 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ee089639-b4d5-4a43-977e-672d61c59369_20250113T18:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a broker. I'm just calling to check on a claim for one of our customers.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, [PII], and do you mind if I get the policy number?
[CUSTOMER][NEUTRAL] Um, yes, the policy number is 2271246.
[AGENT][POSITIVE] Perfect, give me 1 2nd.
[AGENT][NEUTRAL] And uh the insured's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it's, let's see here. The claim is on [PII]. It's [PII], but her husband, [PII] is starting a cancer claim. Um, his date of birth, my apologies here, my phone's dinging left and right, [PII].
[AGENT][POSITIVE] Wonderful thank you so much and [PII] would you just be able to verify for me pretty please your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] and hang tight with me. Let me get into his claim information, OK.
[CUSTOMER][NEUTRAL] OK, I'm on a call.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] Don't be sorry, you're fine. All right, [PII], and I am really sorry it's taking so long for me to get this pulled up for you, but one second, I do see we received two claims, or at least 2 documents on the [PII] through the online service center from you, um, and it looks like we did have a claim denied for you on the [PII] as well, 2 of them.
[AGENT][NEUTRAL] Um, are you calling just for confirmation that we received the other two documents that were sent, or?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, really just a couple things. The claims just starting, um, this was a takeover from Allstate when we took this group over the, the person had prior coverage, so I just wanted to let you guys know this is a takeover. So it is, um, we will be receiving surgery bills, radiation, chemo bills, but it is a takeover. He had prior coverage before he had the APL, so this is um this this is a takeover.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and number 2, we will be uploading. I just, I saw something processed and I figured they kind of jumped right on it before us sending in everything else. So just if you don't mind letting the claim examiner know the number one is to take over from all state so we will be sending claim form.
[CUSTOMER][NEUTRAL] Um, direct deposit and medical records, um, for the new diagnosis and, and the new treatment. We know he's not going to get the initial because of it was a prior diagnosis, but since it's a takeover from another company, the treatments and um chemos and things like that are, are what's going to actually be, be reviewed.
[AGENT][NEUTRAL] OK perfect and so we're going to be getting the claim forms, direct deposit information, and then prior treatment um information from the previous company.
[CUSTOMER][NEUTRAL] No, it's gonna be all, it's gonna be all the new stuff because we know the prior diagnosis is not going to be paid, but since it's a takeover, they had to honor the takeover when they take over the cancer from one company to another. So it, we're only going to be claiming for the new diagnosis of all the treatments and surgeries and things like that. We're not trying to get something from the past.
[AGENT][NEUTRAL] All the new, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so we're gonna be sending all the new stuff, um, not worry about the stuff that's retroactive and perfect I can absolutely pass that information along from for you absolutely and then is there anything else I can do to help you out my friend?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's it. That's it. um I appreciate your time and uh I'll, I'll be sure and get everything uploaded.
[AGENT][POSITIVE] OK, yeah, it's my pleasure. I will um get in touch with the examiner on this and I will let them know that information and I'll also put a note on his file, OK?
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] Hey my pleasure thanks you too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.