AccountId: 011433970860
ContactId: 268534a7-aeba-40da-b98e-63c768336e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586159 ms
Total Talk Time (AGENT): 245915 ms
Total Talk Time (CUSTOMER): 216998 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/268534a7-aeba-40da-b98e-63c768336e40_20250312T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. My name is [PII], and I received a text message this morning about my claim. Um, I'm on the website right now and
[CUSTOMER][NEUTRAL] I'm not too sure what my next step is. I submitted the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The statement.
[CUSTOMER][NEUTRAL] So I'm not too sure what's going on.
[AGENT][NEUTRAL] OK Ms. [PII], I can look at um your claim information and help you with that. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII] uh sorry, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, let's see. Um,
[CUSTOMER][NEUTRAL] Off of your APL?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Website, OK. It says 257-7507.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got your policy pulled up. Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then also can you verify your address and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. [PII]. And my email address is [PII].
[AGENT][POSITIVE] OK, thank you so much Miss um [PII] and if our call gets disconnected is the number you just provided a good number for me to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. All right, so I'm looking at the last um reported information, which was on [PII].
[AGENT][NEUTRAL] And let me see if it gives me any remarks that I can help you with.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You said you've are
[AGENT][NEUTRAL] Sent in the itemized statement, is that correct?
[CUSTOMER][NEUTRAL] Yes, I had attached it to
[CUSTOMER][NEUTRAL] To the website where it says upload files, that's where I attached them to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so the remarks that I'm getting were that you needed to um send in the itemized statement that has your diagnosis code on it.
[CUSTOMER][NEUTRAL] And that's what I sent.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, and then we have a second remark that says um it's the non one of the.
[AGENT][NEUTRAL] Procedures is non-covered because the policy provides no benefits for treatment of conditions other than sickness or injury. So in order for it to pay, it has to be a sickness or an injury.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what I'm seeing as far as your remarks go on this claim.
[CUSTOMER][NEUTRAL] So, and that's the one from um the one that was date completed was the one from yesterday, correct? So 3-11-25.
[AGENT][NEUTRAL] And if you
[AGENT][NEUTRAL] Uh, I'm
[AGENT][NEUTRAL] I'm showing the last thing that was sent in was 37.
[AGENT][NEUTRAL] I don't show anything sent in on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Through the online service center.
[CUSTOMER][NEUTRAL] OK. Yeah, that's what I'm looking at.
[CUSTOMER][NEUTRAL] That's what I'm looking at. It says data service and then my information, and then it says date received, claim number, amount paid, and then date completed. So I guess that's when that
[CUSTOMER][NEUTRAL] So the second one.
[CUSTOMER][NEGATIVE] Yeah, I'm confused.
[AGENT][NEUTRAL] Did you get a confirmation number when you sent in your information yesterday?
[CUSTOMER][NEUTRAL] Uh, no, I didn't. I sent it in on the [PII].
[AGENT][NEUTRAL] OK, that's, that's the last time I see that anything was sent in was on the [PII].
[AGENT][NEUTRAL] And you're saying that you sent in your itemized statement also on the [PII].
[CUSTOMER][NEUTRAL] Yes, you're breaking up. I'm sorry. Yes, I sent it in on the [PII].
[AGENT][NEUTRAL] OK, can you resubmit that because I'm showing that we haven't received it.
[CUSTOMER][NEUTRAL] OK. OK. Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let's see, let's see
[AGENT][NEUTRAL] And just if you can do just the itemized statement that way when examiners review the claim they'll see that you sent that in after they had requested it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just needed to make sure where it was on my computer.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I grew up in [PII].
[CUSTOMER][NEUTRAL] Oh, did you?
[AGENT][POSITIVE] I did, uh, when it was nice when it was brand new.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then once I submit it, will you be able to see it on your end?
[AGENT][NEUTRAL] Well, I'll have to um watch for it. Let me, let me see real quick.
[AGENT][NEUTRAL] Yeah, once you
[AGENT][NEUTRAL] See that you'll get a confirmation number. That confirmation number tells you that we have, we have gotten it, that it came through.
[CUSTOMER][NEUTRAL] OK. So then, so the ones from the [PII], I have 3 different confirmation numbers.
[CUSTOMER][NEUTRAL] When I look at the
[AGENT][POSITIVE] Yes ma'am, I do see that you submitted.
[AGENT][NEUTRAL] Right, I do see that there's 3 different sub submittals on [PII] and I just got the one that you just sent today.
[AGENT][NEUTRAL] Your confirmation ends in 91669.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now, the, the confirmation number ends in 894.
[CUSTOMER][NEUTRAL] I don't see a confirmation.
[AGENT][NEUTRAL] Oh, OK, you're OK, it's 948-9491669 that's what I'm looking at.
[AGENT][NEUTRAL] Just came through.
[CUSTOMER][NEUTRAL] Now, would I have gotten a name?
[AGENT][NEUTRAL] You must get the first part of the number 894.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, all I have is the.
[CUSTOMER][NEUTRAL] 0 or the OSC 94894.
[AGENT][NEUTRAL] Yes, that's what I'm looking at.
[CUSTOMER][NEUTRAL] OK. So is that, cause I know I sent that same one, but what I did was I attached the letter that I received.
[AGENT][POSITIVE] That's awesome that you did that.
[CUSTOMER][NEUTRAL] Saying what they needed.
[AGENT][POSITIVE] Yes, ma'am. That's a good idea that you did that.
[AGENT][NEUTRAL] So now that they we've got it in, it'll take 7 to 10 business days for them to review your claim now that they have everything they need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] So if you wanted to, to, you're welcome. Go ahead and give it about 10 days business. It doesn't include weekends and call us back and we can give you a claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome, Miss [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thank you. Mm bye.
[AGENT][POSITIVE] Mhm. You're welcome.