AccountId: 011433970860
ContactId: 199a3481-5b38-443f-9541-fcfeb36e4c70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314779 ms
Total Talk Time (AGENT): 177466 ms
Total Talk Time (CUSTOMER): 118806 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/199a3481-5b38-443f-9541-fcfeb36e4c70_20250606T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the broker's office of Brown and Brown. I'm helping a member out with a claim, and I'm just reaching out because, um, I have a claim that I wanted to submit for processing through the members, um, gap plan, and I'm not sure who to reach out to or where I could submit the claim for processing.
[AGENT][NEUTRAL] OK, so, uh, do you have access to the broker portal? I mean, do you guys, has your agency signed that if they can, you could because the brokers can submit through their, their agency account or their broker account, but you can also fax it to us, um, or mail it. Those are the three options is to upload, fax or mail.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would I be able to fax it over because I have the claim and everything and um I think maybe that would be the easiest.
[AGENT][POSITIVE] Mhm, absolutely.
[AGENT][NEUTRAL] Yeah, yeah, do you have the policy number when you fax it? Do you have the do you have the actual policy number for the participant?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do have the policy number with me, yes.
[AGENT][NEUTRAL] OK. OK. Make sure that you put that.
[CUSTOMER][NEUTRAL] I have the policy number and the policy ID number.
[AGENT][NEUTRAL] OK, just make sure you have that on the front page somewhere when you fax it because they'll be looking for that when it comes through. It's an electronic fax, so I'll need that or it'll go into indexing for research. So just make sure the policy number's on there. um, let's see the fax number for claims. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK I'm ready.
[AGENT][NEUTRAL] OK, it's 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23. OK, I'll repeat it back. It's 8773659423.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. And you said just the policy number. Do I need the policy ID or any other information or is just that policy number?
[AGENT][NEUTRAL] Just the policy number. Can you give that to me and I'll just verify it. What's the policy number?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes, policy number is 17678.
[AGENT][NEUTRAL] Oh, that's the group number. Hang on just a second. OK, hold on one second. OK, get over to this other screen.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And maybe it's a policy ID number that you're asking for because.
[AGENT][NEUTRAL] That's OK, let me pull this one up real quick just to make sure. Let's see, OK, this is for rigor recovery residential treatment is that the group?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, it's, um, folk was, hold on, give me one moment. The group is Falk was, Solomon, Middelstein, and Davis, PA.
[AGENT][NEUTRAL] Oh, I see what I did. I put a 5 instead of a 6, yeah, Falwe so there we go. Thank you. I was like, OK, all right, and the last name of the participant, what's the last name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, there it is. Policy number 258-5112.
[CUSTOMER][NEUTRAL] 2, can you repeat that? Sorry, cause I, I had a different number on my thing, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yeah, it's 258.
[AGENT][NEUTRAL] 5112.
[CUSTOMER][NEUTRAL] 511-22585112. OK, that is the number that I need to include, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. So I will fax that over and then will I receive like a confirmation that you guys received it or?
[AGENT][NEUTRAL] I don't think you'll get a confirmation because it's not tied to anything to go back to you. I mean, you'll get a confirmation on your side depending on how you fax it, um.
[AGENT][NEUTRAL] And then if they, I don't, who's the agent on this?
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So yes, he's the, the broker on the group, yeah, [PII].
[AGENT][NEUTRAL] OK, so if he sets up his broker account, um, well, no, he won't be able to see it because you're faxing it if he has submitted it. So no, you're not gonna get a notification except your own fax. Um do you, are you like manually faxing it or are you doing it through your computer?
[CUSTOMER][NEUTRAL] I'm doing it through a computer.
[AGENT][NEUTRAL] So does your computer give you a confirmation once it's gone through?
[CUSTOMER][NEUTRAL] Um, it, it, it says that it was delivered successfully or not successful, so I guess that would be it. So then I could just follow up on processing.
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] That's all that, yeah.
[AGENT][NEUTRAL] Yeah, and then if you um if you guys don't have it on the portal then you can call the claims number which is 1-800.
[AGENT][NEUTRAL] 256.
[CUSTOMER][NEUTRAL] 256.
[AGENT][NEUTRAL] 8606.
[CUSTOMER][POSITIVE] Oh yeah, I do have that number written down. OK, perfect. That's the claim number.
[AGENT][NEUTRAL] Yeah, and then just and then just like, yeah, and just like customer service I think is what it is on the menu or med link. It makes a gap, but yeah, just choose the option that you're trying to verify. I think that it's a gap claim, so they should have a thing on there for gap just to push that um when it comes on and then yeah they'll take you to someone that can actually look at the claim status because we can't see it on our side on the sales side.
[CUSTOMER][POSITIVE] OK. Got it. That makes sense. OK. Perfect. Thank you so much for all that information. I appreciate your help.
[AGENT][POSITIVE] Yeah, you're now you're most welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that was all. Thank you so much.
[AGENT][POSITIVE] All right. You have a great day, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.