AccountId: 011433970860
ContactId: 04650dc3-a0aa-4264-a99e-dfd6b1f27a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736599 ms
Total Talk Time (AGENT): 318022 ms
Total Talk Time (CUSTOMER): 270716 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/04650dc3-a0aa-4264-a99e-dfd6b1f27a1d_20250124T20:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I originally had a client with you guys and um they needed some, um, I guess my digital medical records, um, what I had was not detailed enough and so I am needing to um an address so I can send this to because I also need to sign for since it's my actual.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, digital, I don't just wanna mail it and not nobody, you know.
[AGENT][NEUTRAL] Right, because it's your record.
[CUSTOMER][NEUTRAL] 30, yes, yes, yes.
[AGENT][NEUTRAL] OK. Well, I can definitely give you the um address. Let me see what type of policy you have so I can see where it needs to go. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Uh, I can be reached at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know what it is and I don't, I don't know and I know I need to put that on there somewhere but I don't know what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's OK. I can give it to you. Um, I can look the policy up. Well, is your last name [PII]?
[CUSTOMER][NEUTRAL] No, [PII], no [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look it up with the last name or the social, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, either one, I mean, whatever you need.
[AGENT][NEUTRAL] OK, let me try with the last name. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[AGENT][NEUTRAL] This is for a cancer policy?
[CUSTOMER][NEUTRAL] No, it's a rider. It's for, um, it's a hard and stroke, I think it was. Let me look.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's a it well it's under the cancel policy but it's a rider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. This may be you, is this the same? Yeah, hold on one second, I believe I just found the policy.
[CUSTOMER][NEUTRAL] It's for heart attack and stroke. That's what the rider is for.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth? I just want to make sure I'm in the right chart.
[CUSTOMER][NEUTRAL] 7 [PII].
[AGENT][NEUTRAL] OK, yes, this is it. And I just need you to verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] So it's [PII], and what else did you need me to verify?
[AGENT][NEUTRAL] Um, your email address.
[CUSTOMER][NEUTRAL] OK, so it's [PII]. I don't know if y'all have that one on my school one, but.
[AGENT][NEUTRAL] Oh no, it's OK. Hold on one moment. I've flipped the other screen.
[AGENT][NEUTRAL] Um, we have the, this may be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And so, um, your policy number is 253.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1599.
[CUSTOMER][NEUTRAL] 25315999
[AGENT][NEUTRAL] Wait, wait, wait, wait, wait.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] That one turned on, OK, so we ported it. So it's 253.
[AGENT][NEUTRAL] 3937. That's the currently active.
[CUSTOMER][NEUTRAL] OK, so this is in regards to a claim that I had made.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Last year.
[CUSTOMER][NEUTRAL] So with this with this policy number still be OK?
[AGENT][NEUTRAL] Last year, was it before [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so then let me give you this claim number or policy number. Hold on one second.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Because this one, yeah, this one was [PII]. OK, so yes, so it's 238.
[CUSTOMER][NEUTRAL] OK 238.
[AGENT][NEUTRAL] 2824.
[CUSTOMER][NEUTRAL] 238-2824
[AGENT][NEUTRAL] Yes, ma'am, and then that has that same rider on there and that was the active policy um if it was before [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] It was and so I think they closed it because I could never get the um.
[CUSTOMER][NEUTRAL] The digital records I had sent them, you know, everything that I had as far as paper wise so does that need to be reopened or what do I need to do?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] What was the reason? Hold on one moment.
[AGENT][NEUTRAL] information received and that process needed additional information, OK.
[AGENT][NEUTRAL] Oh let me get that claim number.
[AGENT][NEUTRAL] 461263, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the claim form the itemized bill.
[AGENT][NEUTRAL] Oh no, so you don't, nothing has to be so nothing is closed. It's just kind of on hold until we receive the um the documents you're getting ready to send in the discharge summary.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see what else is needed.
[AGENT][NEUTRAL] Medical records. Well, all of that would be in the medical records.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, so I.
[AGENT][NEUTRAL] Um, so the
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, you go ahead. I was just gonna tell you the address, but did you have a question?
[CUSTOMER][NEUTRAL] OK, yeah, so I'm sending this. What do I need to send with it so you guys know, you know.
[CUSTOMER][NEGATIVE] Do I need to send my claim statement with it so you guys know that this is what this goes with, you know what I'm saying? I don't know what y'all just have my record and be like what am I supposed to be doing with this?
[AGENT][NEUTRAL] Well, no, so I would, um, I would just put the policy number on there and then when they get the records and they pull the policy, they'll see that this is what was asked, you know, additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] Um, so it's gonna be you said male, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's gonna be mailed to [PII].
[CUSTOMER][NEUTRAL] So how that that's my other question. So if I'm mailing this, how am I gonna be assured that it gets to someone?
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] How are you sending it off? Like, you just put it in the mailbox?
[CUSTOMER][NEUTRAL] I'm going to, no, no, no, I'm actually gonna take it to the post office and have a tracking put on it because I wanna make sure, you know, these are my medical records so I wanna make sure they're getting, you know, where they're supposed to go and not to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Well, once you, if you, so that's what I was gonna actually suggest if you're, well, even if you send it ground, you can still get a tracking number and just track it and you'll see once it gets here, it'll probably say um [PII] is going to sign for it because he's at the front, but um it'll let you know when it gets here and if they sign for it or if they left it off, or, you know, left it, but from there, once you get that, you know, confirmation.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] But they won't they won't deliver that to uh a PO box.
[CUSTOMER][NEUTRAL] For somebody to sign because yeah that's that's what I want to I want somebody to sign for it.
[AGENT][NEUTRAL] Let me give you the um.
[AGENT][NEUTRAL] Cause with the PO box, it's just gonna say left that box. I can give you the overnight address and that is like a physical um address where we are, uh, [PII] sign for it at the front.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'll take the address, OK, yeah.
[AGENT][NEUTRAL] You wanna do that? OK, hold on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it's
[AGENT][NEUTRAL] You'll put at the top APL claims.
[CUSTOMER][NEUTRAL] APL client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] C slash O.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] EBS like no, that's not igloo, Edward Ball, Sam.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Document services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Services OK.
[AGENT][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, so that is APL claims care of EBS Edward Balsam document service.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's correct. And then that way you'll get a signature.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this is, is it, what was the client number again? I'm sorry, or did I just need to put the policy number on there?
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Or claim number.
[AGENT][NEUTRAL] I will put the policy number because it looks like this was that um those documents were asked for a few of the claims.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I'll just, I would just put the policy number and then they can just go through and see what it applies to. Mhm.
[CUSTOMER][NEUTRAL] OK, attach
[CUSTOMER][POSITIVE] OK, alright, alright, well I got it I appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] 001 more question. I do. I'm sorry. I hope you have a great one. So when they, when they, so I had to call back and have somebody else when they receive this information or whatever, what kind of time frame do you look for as far as an answer?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're fine. Thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So typically the turnaround is 7 to, this is 7 to 15 business days from the day we receive it.
[CUSTOMER][NEUTRAL] OK, alright, alright, that, that now that, OK, go ahead.
[AGENT][NEUTRAL] But now
[AGENT][NEUTRAL] Since this is since this is additional information, it could be shorter than that, but we just give the whole, you know, just in case.
[CUSTOMER][NEUTRAL] OK, alright, I understand.
[CUSTOMER][NEUTRAL] Alright, that's it. I, I don't have nothing else.
[AGENT][POSITIVE] You sure? Anything else I can help with? That's what I'm here for.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.