AccountId: 011433970860
ContactId: fb696ed1-72d8-4f3f-93f7-8101fe2231bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266339 ms
Total Talk Time (AGENT): 122406 ms
Total Talk Time (CUSTOMER): 99359 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fb696ed1-72d8-4f3f-93f7-8101fe2231bc_20250219T18:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][POSITIVE] Hey, I'm wonderful. I have a quick question I was hoping you could help me out with.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm looking at policy number 01633114.
[CUSTOMER][NEUTRAL] For Ms. [PII].
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm, so that top claim from [PII], it looks like it says that it was an entry error, um, and I'm just wondering, I just got a like a contact request she's wanting to know why her claim for that day has disappeared from her dashboard um when I open it up I can't even see it to see if like it's actual claim information or if it's gonna go under her other policy which it's not already underneath there and I'm just kind of wondering like what happened to it and how to find out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] It could have went under the other policy. Let me glance and see.
[CUSTOMER][NEUTRAL] Yeah, the last one from her other policies from October on the HI unless it's like hasn't been moved like I don't know how that process works.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, if it was moved. Let me see. Let me do some more digging.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, what are we doing here? OK, so I found the document, but why was it?
[AGENT][NEUTRAL] The M2, let's see here.
[AGENT][NEUTRAL] Kind of claim is a cancer claim form.
[AGENT][NEUTRAL] And it should be under the cancer policy.
[AGENT][NEUTRAL] So who DM this? Someone in the document management area.
[AGENT][NEUTRAL] Yeah, I don't know why they DM this piece of mail, but I'll send a request to have this mail reentered into the.
[AGENT][NEUTRAL] System, it is still here though. I don't know why they DM that piece of mail number. They have to just create a new, new um mail number to have it reprocessed.
[AGENT][NEUTRAL] But you sure you did receive it on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It's like a total of 15 pages is what she faxed in for on [PII].
[CUSTOMER][NEUTRAL] Uh, I don't have much more information, but I'm just gonna let her know that we absolutely have it on file and that it's um temporary pull to be reassigned a new mail number and um she can do with that information whatever she wants to do with it.
[AGENT][NEUTRAL] Yeah, we did.
[AGENT][NEUTRAL] Yeah, yeah, tell her we did receive it on the [PII]. It's a total of 15 pages that was faxed.
[CUSTOMER][POSITIVE] OK perfect I will send her I will reply back to her email with that and.
[CUSTOMER][POSITIVE] Heck yeah, hey, I really appreciate you. I will definitely let her know we have it and then.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Should I still quote her the typical turnaround time?
[CUSTOMER][NEUTRAL] Or is it gonna be 7 to 10 days from
[AGENT][NEGATIVE] Uh, oh, wow. This was supposed to be from the [PII]. I don't know how this got, what happened on this. I'm gonna probably get with their supervisor on this one and let her know that what this piece of mail was DM'd to get one of the cancer examiners to try to get it processed.
[AGENT][NEUTRAL] Because yeah, it was received on the [PII], so we are [PII] and it usually takes at least 10 business days. So yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I will go ahead and tell her like the normal turnaround and I'll see if I can get this claim expedited with one of the cancer claims examiners.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I will confirm and you said 15 pages, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, thank you so much. I appreciate your time, Miss [PII].
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye bye.