AccountId: 011433970860
ContactId: 35b256a3-3708-458a-88bf-33a37cbd79e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386690 ms
Total Talk Time (AGENT): 161289 ms
Total Talk Time (CUSTOMER): 174887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/35b256a3-3708-458a-88bf-33a37cbd79e9_20250102T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling because I, every time I try to submit my claim.
[CUSTOMER][NEGATIVE] There's nothing. Uh, I tried on my mobile device.
[CUSTOMER][NEGATIVE] Um, I spoke with someone before the holiday. They told me to try it on a PC, a computer, and I tried on a computer. It's still nothing. They would not let me submit my claim, no matter what I do. You guys said I had the option to fax, to fax my.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My EOB itemized and my reason for, for a visit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, I was calling to see um.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] How well you can file the claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, I can help you with um filing the claim. May I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Uh my name is [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] I believe it's 255-2435.
[CUSTOMER][NEUTRAL] Oh, I'm looking for.
[AGENT][NEUTRAL] OK, hold on one moment, 255243.
[CUSTOMER][NEUTRAL] Yes 25525.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I got it here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My home address is [PII].
[CUSTOMER][NEUTRAL] [PII] and then my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um,
[AGENT][NEUTRAL] When was the last time you tried to file a claim? Was that in November?
[CUSTOMER][NEUTRAL] Yes, that's the last thing I saw was [PII] I believe.
[AGENT][NEUTRAL] OK, so that one went through fine. Um,
[CUSTOMER][NEUTRAL] Yes, I think, um.
[CUSTOMER][NEUTRAL] For a service date of [PII], um.
[CUSTOMER][NEGATIVE] I tried to file. I've been trying to file since last week, but it's not letting me.
[AGENT][NEUTRAL] OK, is it giving you like an error or it's just not upload?
[CUSTOMER][NEGATIVE] Yes, every time it error or oops.
[CUSTOMER][NEGATIVE] And then I called to ask about it. They said to try it on the computer. I tried again and when I click submit, it just stays on submitting. It never goes through. So I mean I don't know if you got if uh upside or down or I don't know what that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, we did, we did have a lot of issues last week. I don't know if that, well, it might be because the systems are connected. We had a lot of issues with our systems last week, um, up until we went out for [PII]. Um, so I don't know if that has anything to do with it. It it might because our system is linked with online service center, so it usually goes down at the same, you know, if our systems are down.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But I can give you the fax number, um, you can also mail it, and if you wanted to try again, um, you could, I I haven't heard of any, we haven't had any issues since we've been back today.
[CUSTOMER][NEUTRAL] Hey, like an hour ago or two ago, I can try again now, but if not, if I faxed it, um, that I will have no problems then, right? You guys just do it yourself.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, if you fax it, it's the same, um, you'll receive a notification that, you know, the claim is in processing and then once it's done, it'll still be the decision will still be uploaded onto the online service center for you to see once they finish it in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, fax it to you. Uh, it'll still be normal like I felt like I go in and check the status and all that, correct?
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][NEUTRAL] I think I'm gonna try it again, but if not, I'm gonna just have it faxed to you guys and you and you.
[AGENT][NEUTRAL] OK, let me give you that fax number. Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, you know how long that'll take, um, like, you, you know how long that'll take like for you guys to like file it once I fax it, or is.
[AGENT][NEUTRAL] Once you fax it, we usually say give it to, give it like 24 to 48 hours. Do management is going to take it, upload it and then claims is going to um start processing, but it's the same turnaround for the claim, um, 7 to 10 business days. It doesn't change anything.
[CUSTOMER][NEUTRAL] But that's 7 to 10 business days. That's for it to approve, alright.
[AGENT][NEUTRAL] Mhm. 7 to 10 business days for the claim to be processed and back to you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, and for the file it would be 24 to 48 hours.
[AGENT][NEUTRAL] Yeah, we just, we usually receive it the same day. We just give that turnaround in case, you know, something goes with the faxes or they take longer uploading it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That makes sense. I'm gonna try it again for my phone, my mobile, cause I'm at work. If it doesn't work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I received the fax number for you and I have it faxed to you as soon as possible.
[AGENT][NEUTRAL] OK, you want me to give you the fax number now or you already have it?
[CUSTOMER][POSITIVE] Yes, yes, you can, you can give it to me now.
[AGENT][NEUTRAL] OK, um, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, so it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, [PII] correct.
[AGENT][NEUTRAL] Yes, that's correct. And you'll put attention APL claims department.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Attention APL claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, so that
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's everything. I'll call you back, um, if I have any more questions.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and [PII] [PII].
[CUSTOMER][NEUTRAL] Alright same to you.
[AGENT][POSITIVE] Thank you. Bye bye.