AccountId: 011433970860
ContactId: 368f9d15-e41d-4f21-be81-0eb1a73614fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382260 ms
Total Talk Time (AGENT): 178689 ms
Total Talk Time (CUSTOMER): 166963 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/368f9d15-e41d-4f21-be81-0eb1a73614fc_20250228T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, hi, I sent over, uh, I uploaded some documents, um, for a claim, and whenever I go in and look, I, I can only see 11 page and I sent over like 36 pages.
[CUSTOMER][NEUTRAL] And I'm wondering if maybe that's just on my end that I can only see one, or if that's actually
[CUSTOMER][NEUTRAL] The only thing that went through.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yes ma'am. Well, like you say you're just wanting to check to verify how many pages we received on an upload you did for a claim. Yes ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] It is 254-9206.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments, Miss [PII] to get your information pulled up. Uh, once I do, I will need to verify several things with you first for security and also any information that I provide will be a verification of benefits and not a guarantee of payment. So please just give me a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII], and that's in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then your phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify is going to be your email address?
[CUSTOMER][NEUTRAL] It's [PII] [PII]. Well, you know what, I think it's my work email.
[AGENT][NEUTRAL] I was gonna say, I believe this is your work email.
[CUSTOMER][NEUTRAL] Yes, which would be uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. And is this an upload that you did on yesterday, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. So, I see that we did receive it's a total of 40 pages.
[CUSTOMER][NEUTRAL] 0 40, OK, OK.
[AGENT][NEUTRAL] Yeah. Uh-huh. Now, you may only just be able to see your confirmation page. Is that what you're able to see?
[CUSTOMER][NEUTRAL] Um, actually, I, it must be just the first page of the download.
[CUSTOMER][NEUTRAL] Or upload, uh, which is, is, uh.
[CUSTOMER][NEUTRAL] One bill is it a $150 bill that I had paid.
[CUSTOMER][NEUTRAL] It's what I'm showing.
[AGENT][NEUTRAL] For UT help.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For UT Health? OK. So, but yes, ma'am, we did receive a total of 40 pages. That includes the two, I mean,
[CUSTOMER][POSITIVE] OK perfect perfect.
[AGENT][NEUTRAL] We receive a confirmation page that's 2 pages, but then, so actually 38 total document pages that you uploaded. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK, great, great. OK, it, uh.
[AGENT][POSITIVE] And you in line for you.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And I was just saying that they are in line for review.
[CUSTOMER][POSITIVE] OK, perfect. OK. And um I did receive yesterday, uh in the mail, another bill uh for $4200 that um I'll upload and send that or I'll download, however it all works.
[CUSTOMER][NEUTRAL] I, I get my daughter, yeah, I get my daughter to scan them in and then I upload them to the, to the system. So I'll get that done and get that over to y'all as well.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] OK. Well, is there anything else, uh, Ms. [PII] that I could help you with this morning?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, just, uh, and I forget how long does the process take. It doesn't take very long, I know, but.
[AGENT][NEUTRAL] It's approximately 7 to 10 business days.
[CUSTOMER][NEUTRAL] That's what I was thinking. That's what I was thinking. OK. OK, I think that was it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. And then I see, let me look at one thing. I think.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And you did opt in for text notification alerts, so you should receive a notification once that has been completed. Now you may not be able to initially sign in and see the status once you get that text, Ms. [PII], because it, you know, the text goes out before it gets like completely viewable to you, but you could call us um if you have any questions.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly so welcome. So if that is all I can help you with, thank you again for calling APO and I hope you have a wonderful and safe weekend.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] All righty. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK