AccountId: 011433970860
ContactId: 0977b258-26a5-4e8e-a737-b8b0deebe7b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183809 ms
Total Talk Time (AGENT): 69404 ms
Total Talk Time (CUSTOMER): 89360 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0977b258-26a5-4e8e-a737-b8b0deebe7b7_20250303T19:42_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] Yes ma'am, my name is [PII] and I have filed a claim and they are waiting on the uh uh uh explanation of benefits.
[CUSTOMER][NEUTRAL] And I have those and I wanna know how do I send those.
[AGENT][NEUTRAL] OK, um, let me see what type of um insurance you have and then it will tell me which fax number I need or how to send it. Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just so you know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the um policy number?
[CUSTOMER][NEUTRAL] It's 252-329-4.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Nice.
[AGENT][NEUTRAL] And can you verify um your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] It's [PII] and it's uh [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so you can fax it to us, you can mail it, or you can upload it to the online service center. Um, which one would you prefer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I could, I could fax it. What do I have to do? Do I have to use, uh, so they'll know because they already got the other sheets uh they just need this. Do I just put my policy number on it and they know what it's for?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Um, you can just put your policy number and we'll know that we, you know, once we get it, they'll see which one they've asked for the additional information for and just continue processing.
[CUSTOMER][NEUTRAL] OK, put it on all the sheets or just the front page?
[AGENT][NEUTRAL] No, you can just put it on the front page.
[CUSTOMER][NEUTRAL] OK, OK, and the uh the fax number?
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3 OK and then I'm gonna be getting some more and I'll be sending the other ones because they just sent the first two weeks.
[AGENT][NEUTRAL] OK, and that's gonna be um to the attention APL claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, attention APL.
[AGENT][NEUTRAL] Claims Department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too.
[AGENT][POSITIVE] Thank you. Bye-bye.