AccountId: 011433970860
ContactId: fd12e8f3-9f37-4189-b15b-20e54513f927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276109 ms
Total Talk Time (AGENT): 95761 ms
Total Talk Time (CUSTOMER): 148321 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fd12e8f3-9f37-4189-b15b-20e54513f927_20250312T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wanting to check on my claim.
[AGENT][POSITIVE] OK, well, I can certainly help you with your claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]'s [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's uh hang on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0243.
[CUSTOMER][NEUTRAL] 1002.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you for that.
[AGENT][NEUTRAL] And I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is this the claim, looks like we received it on [PII].
[CUSTOMER][NEUTRAL] I think so, yeah, because uh we had to.
[CUSTOMER][NEUTRAL] I don't remember the date. It's been ongoing. Somebody else was handling this and didn't have the information. I think that might be the date.
[AGENT][NEUTRAL] OK, that's the last um claim that that's the last claim that they're working on. So right now it's in medical review with Doctor [PII] So once Doctor [PII] goes over the claim, um, then he, you know, gives the doctor decision and then he sends it back to us uh to go ahead and finish the claim out and send the explanation of benefits with the decision.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, how long does that usually take?
[AGENT][NEUTRAL] Um, to be honest with you, it's no turnaround. Usually it's, uh, maybe 3 days at the most, um, but depending on what all he has to review with the claim, it could be longer, uh, it's really hard to say for that.
[CUSTOMER][NEUTRAL] Yeah, it's been more than 3 days and there's a long story behind it. Our other, the other broker y'all had that deals with my company. She's had this information since [PII] of last month and anyway, [PII] there, the lady, she's helped me a lot with it. OK, well, I just, I guess wait and see what happens.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it because, um.
[CUSTOMER][NEUTRAL] The only thing is I have a treatment coming up.
[CUSTOMER][NEUTRAL] And this
[CUSTOMER][NEGATIVE] Oh, it's been aggravating. The treatment's already been put off one time because y'all was wanting proof of the cancer, and I've had two biopsies. First one was just a failed attempt, but anyhow, uh.
[CUSTOMER][NEUTRAL] The 21st is my treatment, so I kinda, I guess y'all have all you need, if not, uh.
[CUSTOMER][NEUTRAL] Maybe I'll know before then I have to put this treatment off again.
[AGENT][NEUTRAL] So I'm, I'm.
[CUSTOMER][NEUTRAL] Because once they treat it there goes all my evidence, you know.
[AGENT][NEUTRAL] Right. Well, you still have, well, yeah, you still have your paperwork though, but I understand what you're saying.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I've already.
[CUSTOMER][NEUTRAL] In this route back in February, no January, that January they had the.
[CUSTOMER][NEUTRAL] Biopsy, I mean, the treatment scheduled [PII] I think and then had to redo it for the biopsy.
[CUSTOMER][NEGATIVE] And the first one he's just in the wrong area come back with liver sample tissues had to do a second one, yeah, it's been a doggone mess.
[AGENT][NEUTRAL] What?
[CUSTOMER][POSITIVE] So anyway, I have hopefully by this week first of next week I'll know something.
[AGENT][POSITIVE] Yes, sir. I hope so too. But you can call whenever you get ready to check on your claim and we'll be more than happy to help you and let you know if there's an update.
[CUSTOMER][NEUTRAL] OK, yeah, it's y'all say I wish my wife and I looked done something online. I tried to look last night I was wanting some kind of code, and I, I don't know if I was entering the wrong code password or something.
[CUSTOMER][POSITIVE] Alright ma'am well I thank you for your time.
[AGENT][POSITIVE] Well, you're very welcome and thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.