AccountId: 011433970860
ContactId: 0936701d-2226-445b-9a24-4e3adc7ed3e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463609 ms
Total Talk Time (AGENT): 162017 ms
Total Talk Time (CUSTOMER): 151836 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0936701d-2226-445b-9a24-4e3adc7ed3e8_20250331T17:51_UTC.wav
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[CUSTOMER][NEUTRAL] I'm like.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am trying to file a claim for gap benefits, um, and I don't know which form I need to fill out.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01070226.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] And my address, my mailing address is the [PII]. Zip code is [PII].
[AGENT][NEUTRAL] And how do you pronounce your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] And you are wanting to know what form to fill out?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Are you on the online service center or?
[CUSTOMER][NEUTRAL] I'm on the claims and forms website on your the [PII].
[AGENT][NEUTRAL] It would be for the midlink.
[AGENT][NEUTRAL] Does it have anything? You really don't have to fill out the form if you have an itemized bill that has the procedure codes and diagnosis codes on it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So I would just upload that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It has to have the diagnosis code, procedure codes.
[AGENT][NEUTRAL] The charges.
[AGENT][NEUTRAL] And then your explanation of benefit from your primary insurance.
[CUSTOMER][NEUTRAL] And then primary explanation I'm just writing this down.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] A primary explanation of my benefits from my primary doctor?
[AGENT][NEUTRAL] Yes, ma'am, showing what they applied to your deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK, got it and then I also was having issue creating an account. Is there any way you can help me with that?
[AGENT][NEUTRAL] Let's see, hold on just a moment, let me get online.
[AGENT][NEUTRAL] OK, are you trying to create one now? What, what does it say where you was?
[AGENT][NEUTRAL] Where you're stuck at.
[CUSTOMER][NEGATIVE] I'll, I'm on [PII] and then I click new user because I haven't made an account previously. I put in my on step two I put in the information and then it says that there's an error.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do it again and tell you exactly what error it gives me.
[AGENT][NEUTRAL] What information are they asking?
[CUSTOMER][NEUTRAL] Uh, my last name, number, ID, or security, uh social security number, residential zip code, email, and date of birth.
[AGENT][NEGATIVE] Uh, um, it doesn't tell you what, which one it's giving an error on.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Yeah it says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Let's do it one step at a time, then it asks for your, what did it ask for first?
[CUSTOMER][NEUTRAL] Last name? Well, I first asked if um.
[CUSTOMER][NEUTRAL] Ask.
[CUSTOMER][NEUTRAL] What role best describes me, so I clicked an individual with an APL insurance policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and then it takes me to step 2, which is where I put my last name, social security number, date of birth, email, and zip code, and then that's where it gives me the error.
[AGENT][NEGATIVE] Hm, something's not matching then. It has to be exactly like it's in our system or it's not gonna come up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The name you spell [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then [PII] [PII]. Um, and what else is it asking?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Zip zip code and email.
[AGENT][NEUTRAL] Let's see what zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the email you gave me was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am not sure why it's not coming up if everything matches.
[AGENT][NEUTRAL] Would you like for me to get someone to call you back on it?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go on and see if I can, well, if you're putting all your information in and it and it's matching.
[AGENT][NEGATIVE] It should come up. I'm not sure, secure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you did it twice already?
[CUSTOMER][NEUTRAL] I've, I've done it more than twice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK. I can have someone call you back on that if that's OK with you.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, is it possible that I can submit that claim through that my employer can submit that claim through her login?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Or I have to do it on my personal account?
[AGENT][NEUTRAL] She should be able to submit it for you. Uh-huh.
[CUSTOMER][NEUTRAL] OK, she can do it on her login?
[CUSTOMER][POSITIVE] OK, sounds good and then I'll be looking forward for that call from you guys.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. So for, for calling APL. You have a good day and I'll have someone call you back on that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.