AccountId: 011433970860
ContactId: 2965137d-c0e5-4b0a-85f0-dd785fc8eedb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265750 ms
Total Talk Time (AGENT): 149298 ms
Total Talk Time (CUSTOMER): 132328 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2965137d-c0e5-4b0a-85f0-dd785fc8eedb_20250113T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello [PII], uh, good afternoon.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I was wondering if you could help me out. I was just trying to get an update on, uh, my claim that I had, uh.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII].
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have my my policy number.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] 02444823.
[AGENT][NEUTRAL] And just verify your date of birth, your mailing address, and your email address on file.
[CUSTOMER][NEUTRAL] Um, [PII]. Email address is [PII].
[CUSTOMER][NEUTRAL] Uh, my new address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it did not unless you need my old address. I'm pretty sure I updated it.
[AGENT][NEUTRAL] No, that that that you have, you have updated it and thank you for giving that information. Uh, what's your phone number just in case we did get disconnected while we're talking.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for the information and I do have your updated information. It came into the office, uh, today, I mean, well, not today, but it came in. Now on this we paid you to 12:31 and we paid you to 12:31 we asked you for your portion of the client form you sent in.
[AGENT][NEUTRAL] Your doctor portion of the claim form, where is your, which is good because you know it's an updated form but we only really needed your portion of the claim form. So if you can get your portion of the claim form in here benefits gonna be paid after the [PII] of the month. So we're needing your portion of the claim form.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK, because that kinda, I got someone that once told me just send in the doctors.
[CUSTOMER][POSITIVE] And you know what? I'm glad you said that because.
[CUSTOMER][NEUTRAL] From, you know, I guess I'll just go back to what I was doing because I was actually sending everything.
[AGENT][NEUTRAL] Yeah, unless it, and, and I always read your explanation of benefit to tell you, when you see that code on there, P1E77, that'll let you know we only need your portion. But if you see PE 106 and read what the code tells you, it'll tell you what you need to send in on that explanation of benefit that you receive in the mail. But yeah, send in your portion of the claim form. That's all you have to, you can fax it over, upload it, upload it, come in the same day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, I will have it uploaded today.
[AGENT][POSITIVE] OK. All [PII]. Anything else I can do?
[CUSTOMER][NEUTRAL] I will, I will take care of that. No, I will take care of that now because I didn't, I was a little confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because at one point I was just sending everything in at the same time and then someone told me no, you just need to send this in and I was like, oh, OK.
[AGENT][NEUTRAL] Yeah, because because they read the explanation of benefit and the explanation of benefit code tell you what we are needing for that month and that's why they can tell you that, uh-huh, yeah, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][POSITIVE] OK, well, I'm glad I talked to you because now you've given me more detail on that.
[AGENT][NEUTRAL] Yeah, and I
[AGENT][NEUTRAL] And I, and that's right, and I'm the one that handle your claim. So anytime you call, you can always say, well, let me speak to [PII], and if I'm not available, you can always leave me a voicemail, OK?
[CUSTOMER][POSITIVE] OK, well, I will best I will get this to you today. I will get it uploaded and um we'll just take it from there. I'm sorry for any confusion that I may have had.
[AGENT][POSITIVE] And I, I'll give you a call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, no confusion. No, I was just gonna, I was just gonna be asking you for your doctor part. So, I mean, not your doctor part, for your portion. So, yeah, that's, that's fine. OK?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, well thank you I do appreciate that.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it, that's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful day and thank you for calling American Pu Li, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][POSITIVE] Mhm have a good one.
[AGENT][NEUTRAL] Bye-bye.