AccountId: 011433970860
ContactId: 2fa9f8c1-e452-4d21-9faf-fa568d7166f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160050 ms
Total Talk Time (AGENT): 64821 ms
Total Talk Time (CUSTOMER): 88362 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/2fa9f8c1-e452-4d21-9faf-fa568d7166f3_20250122T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? uh, [PII]. I'm calling in reference my um.
[CUSTOMER][NEUTRAL] I have, so my wife has the insurance with you guys, um, but I do the pretty much the stuff where I send the stuff in for. Um, my question is, I think we had a claim in for our son's emergency room visit because we have gap insurance with you guys, um, and, uh, you guys were, I got the, the thing in the mail explanation.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The explanation of benefits for our for uh our our main insurance company um I have that but it doesn't list like an email to send it to. How do I submit the explanation of benefits to you guys?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So you can submit it online through our online service center um to submit the claim or you can put it in the mail or you can fax it to us.
[CUSTOMER][NEUTRAL] OK, um, I will, um.
[CUSTOMER][NEUTRAL] I don't, I tried to do like a do her login stuff, but it's saying that uh her account was ineligible to register for a log in. Um, is it, do I need like uh an account registered online to submit it online?
[AGENT][NEUTRAL] Yeah, you would have to have been registered. Is the policy no longer active?
[CUSTOMER][NEUTRAL] Um, I think I'm sorry, I think it ended actually on the [PII]. We switched over to my insurance company, so it may have ended on the [PII], yeah, on January.
[AGENT][NEUTRAL] OK, so in that case then um if it's no longer active and you guys have never logged in before that you know of?
[CUSTOMER][NEUTRAL] Not that I know of. No, usually she just, uh, her job and her secretary would end up sending.
[CUSTOMER][NEUTRAL] Um, or she did it. I'm not sure, but I just have her do it that way.
[AGENT][NEUTRAL] OK, so if you go to our website which is [PII] you can actually download and print the claim form there once you get that printed out and everything, the mailing address is on there and the fax number, so that would be the only two ways that you can submit that since the account's no longer active unfortunately you can't register online.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, alright, I'll I'll do that then.
[AGENT][POSITIVE] Yeah absolutely and if you get there and you have any questions or concerns please feel free to call us, we're happy to help.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too.