AccountId: 011433970860
ContactId: 060cac52-bdf2-4225-b99c-20a4204576d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95980 ms
Total Talk Time (AGENT): 45584 ms
Total Talk Time (CUSTOMER): 52563 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/060cac52-bdf2-4225-b99c-20a4204576d1_20250317T18:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Going somewhere to find.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Oh hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, what is the upload information to where uh to file a claim? I was told there's like upload information or website.
[AGENT][POSITIVE] It is, it is a I'm so sorry, it is secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], that is correct, yes, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you go to that website and then um you have to create an account?
[AGENT][NEUTRAL] Yes, if you don't have one, are you calling from the provider's office or are you the insured?
[CUSTOMER][NEUTRAL] I'm the insured, yeah, I'm, I've been trying to get reimbursed for.
[AGENT][NEUTRAL] OK, yes, an account.
[AGENT][NEUTRAL] An account has to be created, yes, and the policyholder can only create the account.
[AGENT][NEUTRAL] Or has the information to create the account.
[CUSTOMER][NEUTRAL] Yeah, and then
[CUSTOMER][NEUTRAL] And then once I create and once I create the account um there's there's a section to upload documents like it'll set.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and though they get it instantly or?
[CUSTOMER][NEUTRAL] I guess right if they get it, yeah, that's.
[AGENT][NEUTRAL] Well, uh, it depends as far as receiving instantly, um, we should receive it instantly, but as far as how long it may take to process the claim, we process claims in the orders that they are received, so we can take up to 48 hours.
[CUSTOMER][POSITIVE] Yes, I know. OK, OK, yeah, so upload when you say uploading, how do you upload a document to the I'll I'll take a picture. OK, thank you so much.
[AGENT][NEUTRAL] Yes ma'am. OK.
[AGENT][POSITIVE] You're welcome. Thank you, ladies and take care.
[CUSTOMER][POSITIVE] Thank, thank you very.