AccountId: 011433970860
ContactId: 1af88dff-13a6-455b-ae90-065bc68e9b67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453700 ms
Total Talk Time (AGENT): 128695 ms
Total Talk Time (CUSTOMER): 297015 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1af88dff-13a6-455b-ae90-065bc68e9b67_20250618T13:42_UTC.wav
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[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm checking some claims I put in.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, there might be, there's two claims that went in. Uh, the policy number is 2456798.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And then if I could get uh the name on the policy and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. And just to reconfirm the policy number you gave me was 2456798?
[CUSTOMER][NEUTRAL] 96.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Let me just, I might have said that wrong, but let me just check, make sure that is the right number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There we go. It was a 6 at the end. I had an 8. Yup.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, you got it, yeah, yeah, I think, I think I said 8 so.
[AGENT][NEUTRAL] OK, and that's OK and then I just need to verify please your address on file.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see the information I'm assuming that was submitted it looks like on the [PII], uh, that the [PII].
[CUSTOMER][NEGATIVE] And there was a million of them submitted because it wasn't going through right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I had a very, very hard time. You weren't able to type anything in the claim forms. If you copied it and pasted it and try to fill it out on a computer or through your phone, um, they kept asking me for a passcode to fill it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It would not let me fill it. I had to do finagle whatever. It took me 3 hours to try to get that form filled.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] So I put the forms I put the forms updated them put the forms in a separate claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Because it took me hours to figure it out, so, um, there's actually 3 claims here. The other ones are probably not good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And the and the one claim is actually not a claim it's just the claim forms I resubmitted them.
[AGENT][NEUTRAL] OK, so everything it's still showing in progress. There's not been a decision made, um, with receiving it on Sunday, that's not unusual. We generally ask for like 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I just wanted to make sure because I, it was so messy how it I mean now when I put another claim in I'll know how to do it and I saved the form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that it will be easier for me to fill out. I have it in an area where I can fill it out, otherwise it's just yeah well if you try to type it up on your thing and even if you copy paste it or send it to my email or whatever you cannot fill it out it tells you you need a password to fill it out.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEGATIVE] And I don't know who knows I don't know what your password is, so it was impossible to fill out.
[AGENT][NEUTRAL] OK, yeah, generally I just advise people to print it and fill it out, but I get it, so, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You can't
[CUSTOMER][NEUTRAL] Well, I don't have access to a printer. I'm over the road truck driver. I have no access to a printer.
[CUSTOMER][NEUTRAL] Everything has to be done online.
[AGENT][NEUTRAL] Gotcha. OK. Yeah.
[CUSTOMER][NEUTRAL] So I, I finally found a way to do it, so, but it took me 3 hours to do so what I did was I mean I could give you the.
[CUSTOMER][NEUTRAL] The pages that the claim forms are on, I put it under a separate claim which is 99502 I think.
[CUSTOMER][NEUTRAL] I think that's what I put it on. Oh no, no, I'm sorry, it's 99504. That's what I put the claim forms under.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I see that one.
[CUSTOMER][NEUTRAL] Yeah, that's on, yeah, yeah, I don't know because when I put the claim form in on the other ones there's, it looks like there's something covering the date of birth.
[CUSTOMER][NEUTRAL] On the 2nd page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so I mean the first ones that didn't.
[CUSTOMER][NEUTRAL] Yeah and so I resubmitted, yeah.
[AGENT][NEUTRAL] Yeah, the first ones that were in error they'll just close out it's not a big deal so um and you should get a notification once it's been processed as well so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, so I'll wait till sometime next week, um, you know, because I'm also even having problems logging in.
[CUSTOMER][NEUTRAL] Like I'll log in, you know, and I'll give me the verification code and then I just get a blank screen.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I'm not really sure what's going on, but.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Well, I mean, yeah, so when you're logging in, if you're able to preferably use like a laptop or something, that would probably be preferable sometime.
[CUSTOMER][NEGATIVE] I can't. I'm an over the road. I am an over the road truck driver. We do not have access to those things.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We do not have access to it.
[AGENT][NEUTRAL] Would you like to troubleshoot the online service center now or just call back? What would you like to do?
[CUSTOMER][NEUTRAL] I had, I had, I'll call I'll try it again tomorrow or later maybe it's where I am, but I mean because I got in there the other day when I made claims.
[CUSTOMER][NEUTRAL] But now I'm trying to check to see if you could check the claim and it won't let me in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know what's going on.
[AGENT][POSITIVE] Well, we're happy to help when you have time.
[CUSTOMER][NEUTRAL] And I am gonna have more claims from that. I am gonna have more claims from that date. So now another question I have I have claims that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had from the end of last year or the beginning of the year can I still put those in?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK, because I'm having a hard time, um, like this last claim I'm making, it's from a doctor's office in the hospital in [PII], and they will give me everything, you know, online, you know, they'll just send it to my email, but and the same thing with the insurance company, they sent me everything by email, but the other stuff I had done was in [PII].
[CUSTOMER][NEGATIVE] And they are giving me a hard time getting any bill or any explanation or whatever from them, so, um, OK, and how long do I have to put a claim in?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] We don't have a time limit of.
[CUSTOMER][NEUTRAL] Like, because some of these were at the beginning, OK, some of them were at the beginning of this year.
[AGENT][NEGATIVE] Yeah, it doesn't matter. The policy just needs to be active. No. Mm mm.
[CUSTOMER][NEUTRAL] So would that be a problem? OK.
[CUSTOMER][NEUTRAL] It yes it was active at that time not now it's not.
[AGENT][NEUTRAL] So yeah, as long as it was active at the time.
[CUSTOMER][NEUTRAL] So all the bills I have.
[CUSTOMER][NEUTRAL] That's what I thought, OK, and what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you [PII], that's all I needed to know.
[AGENT][POSITIVE] You're welcome, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye.