AccountId: 011433970860
ContactId: 08d5fe66-7438-47e0-a09e-663afd307f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437450 ms
Total Talk Time (AGENT): 199295 ms
Total Talk Time (CUSTOMER): 191772 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/08d5fe66-7438-47e0-a09e-663afd307f77_20250128T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I got an explanation of benefits and it says, well, and nothing was, uh, nothing is on. I mean I didn't get anything then it said that you need um more information so I needed to find out.
[CUSTOMER][NEUTRAL] Um, I think I have what I need. I've got, well, should I give you my claim number and my policy number, or?
[AGENT][NEUTRAL] Yeah, let's, let's take a look at it. What do you, whatever you have there.
[CUSTOMER][NEUTRAL] OK, policy number is 018887771.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the claim number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 354-7596.
[AGENT][POSITIVE] OK, thank you so much. Let me just pull up the policy here.
[AGENT][NEUTRAL] Um, and then just for security, I do need to verify please your name, date of birth, and then address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII] Uh date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][POSITIVE] Thank you so much. And then the email address on file is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that would be fine, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at.
[AGENT][NEUTRAL] OK, let's look at the claim here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm guessing you need a copy of the hospital bill, but I don't know.
[AGENT][NEUTRAL] Yeah, it says in order to complete processing of the claim we need an itemized statement of services provided um it must, it needs to have charges diagnosis and procedure codes on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I only have one thing that I got from the hospital. It's an itemization of hospital services, and I see it shows something code date HCPS whatever that is units description amount.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, that sounds exactly like what we need. So if you did it, I didn't even check. I apologize, [PII] if you uploaded it online, you can just upload it online.
[CUSTOMER][NEUTRAL] Um, I, I didn't, they mailed it to me because they didn't give me any other option, um, and I didn't get it until I requested it, um, back on the [PII] because I was like, OK, maybe this is what they need because I think that's around the time I got my paperwork from you guys so and I just got it like last week so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, um, I, where can I, where do I, can I send it to you? Is that?
[AGENT][NEUTRAL] You can um fax it to us, you can mail it to us or we have like an online portal where you could upload it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So whatever you think is easiest.
[CUSTOMER][NEUTRAL] OK, let me have your fax number. What's the easiest way to get it to someone?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Directly or you know the quickest.
[AGENT][POSITIVE] Quickest would be either um fax or online so um I'm happy, yeah, I'm happy to give you the fax number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me the fax and then the online because maybe somebody here at work can help me upload it because yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so the fax number is 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just mark attention to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and then.
[CUSTOMER][NEUTRAL] And if I'm uploading it oh go ahead there's something that's.
[AGENT][NEUTRAL] Online, um, yeah, no, online it's going to be, you're gonna go to our website which is [PII], that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go to the website if you've never logged in before you would have to create a username and password to upload the document online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you go to the website, you're gonna see a link there to log in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you click that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you'll see the option there for being a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll click that and the option that you would click is I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then all it's gonna ask for is your last name, your social, it'll ask for your zip code and then your email. Now the only thing with the the email [PII] is just you wanna put that email address that you have on file because if you don't, it'll say that it can't find you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so and it's the [PII].
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And once you create yeah once you create the log in it's really not hard because you get in there it says my claims and you'll see a link there to upload documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's perfect. You think that'll be quickest?
[AGENT][NEUTRAL] Yeah, absolutely. If you don't, if you can't fax it, that would be honestly the quickest other way to do it.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][POSITIVE] I can fax it. I can fax it here from work if that's quicker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, either one of those ways, uh, honestly, whatever is easiest for you.
[CUSTOMER][NEUTRAL] I just, you know,
[CUSTOMER][NEUTRAL] OK, OK, but if I do it online then I'll be able to go back in and look to see if anything's happening with my claim.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, ma'am, and you can track it that way, absolutely.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice rest of your day.
[CUSTOMER][POSITIVE] I will get that paperwork sent out thank you you too.
[AGENT][NEUTRAL] OK. Uh bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.