AccountId: 011433970860
ContactId: fca1967c-4c85-4b1d-b0c9-0e683cdc2a37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325440 ms
Total Talk Time (AGENT): 112128 ms
Total Talk Time (CUSTOMER): 163281 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/fca1967c-4c85-4b1d-b0c9-0e683cdc2a37_20250117T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, um, I put in a claim and, um, I had called and they told me that if I don't see anything on it, um, by today to give y'all a call.
[CUSTOMER][NEUTRAL] And I'm, I'm showing that it's still pending. I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh I see OK OK yeah I just wanted to make sure so we just need to see if that has completed processing correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got you. OK, we will take a look at that. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right. [PII], can I get a good callback number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] All right, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 02 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 492-06
[AGENT][POSITIVE] All right, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] Sure. It's [PII], sorry, I just had radiation and it messes with my voice. Uh 2, thank you. [PII].
[AGENT][POSITIVE] You're OK.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you uh looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right. Thank you for verifying all that information, [PII]. All right. Give me just a moment. Let's take a look here.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unfortunately, that the
[CUSTOMER][NEGATIVE] website doesn't give any information.
[AGENT][NEUTRAL] Oh, we, OK, so we were waiting for medical records.
[CUSTOMER][NEUTRAL] OK. Uh, I, uh, sent over everything that was on my chart that they asked for.
[AGENT][NEUTRAL] OK, when did you send that to us?
[CUSTOMER][NEUTRAL] Um, I sent some of the 6th and 7 and 7th.
[AGENT][NEUTRAL] OK, um, how did you, did you, uh, email Fox? Did you upload it through the portal?
[CUSTOMER][NEUTRAL] Uh, I uploaded it, and it was in there. I, I could see it in there.
[AGENT][NEUTRAL] You did, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I called before the girl could see them.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And she said we
[CUSTOMER][NEUTRAL] Yeah, and she said that y'all didn't need anything else.
[AGENT][NEUTRAL] Right, so we just need to make sure that it's been processed. OK, [PII], if you don't mind, I'm gonna put you on a brief hold and reach out to our claims specialist, uh, see if they can give me an update and I'll get right back with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Glad to hear it. I've got an insured on the line, uh, calling regarding uh cancer claim. Looks like we were, um, she had sent medical records. She just wants to see if that's been processed, if that's continued, excuse me, my goodness, if that's completed processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 02549206.
[CUSTOMER][NEUTRAL] OK, this is for Miss [PII]. OK, let me see who this belongs to and see what they did for cancer, this is [PII]. She, uh looked like she requested medical records. So, yeah, we have, we
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm, she did say that she sent that information to us.
[CUSTOMER][NEUTRAL] She, uh, we don't get medical records from the insured, we order them from the, from the provider, but, uh.
[AGENT][NEGATIVE] Oh, that's what I thought. I was so confused.
[CUSTOMER][NEUTRAL] Uh-huh. We don't, we, we don't, we don't, we don't ask her for the sent me, but you can let me speak to her and I can tell her that look like something came in and uh look like the adjuster is getting medical records. And let me see who she ordered medical records from.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Just to have it out here. Yeah, you can just let me, OK, you can let me speak to it.
[AGENT][POSITIVE] Appreciate that.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.