AccountId: 011433970860
ContactId: 371706e1-bddd-4141-bfdc-bd5ad13c5db2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285769 ms
Total Talk Time (AGENT): 130144 ms
Total Talk Time (CUSTOMER): 131945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/371706e1-bddd-4141-bfdc-bd5ad13c5db2_20250509T14:47_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] Hi, [PII]. This is [PII]. I faxed a claim yesterday and I just wanna see if you all received it.
[AGENT][NEUTRAL] OK. Well, I'll be more than happy to check the claims for you, Mr. [PII], May I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And it's underneath my husband's name, but I'm also covered on it also, so you need the policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 02515176.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I have the policy here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII]. And what else do you need?
[AGENT][NEUTRAL] Um, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, ma'am, I do see that it was received yesterday. Um, let me see, I'm trying to pull up the document.
[CUSTOMER][NEUTRAL] OK, I just want to make sure that y'all received it.
[AGENT][NEUTRAL] Yes, ma'am, it's here. Um, we received it yesterday and it's now in processing.
[CUSTOMER][NEUTRAL] OK, now I have another one that I have to submit in today again I have another claim to put in so I'm just making you aware of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can note that on the policy for you.
[CUSTOMER][NEUTRAL] Wait, I'm sorry?
[AGENT][NEUTRAL] I can note that on the policy for you that you'll be sending in another claim as well.
[CUSTOMER][NEUTRAL] OK, good. And that's all I need and, and then I guess we just wait, right?
[AGENT][NEUTRAL] Yes, ma'am. So once the claim finished processing, you'll get the explanation of benefits um in the mail and online also if you use online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the thing is I tried to um I try to I guess open up the thing online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't understand exactly how to do it because it's asking for if you're an employer or you know, different things like that and I'm not sure which one to.
[AGENT][NEUTRAL] Oh, I know what you mean. OK, so and when that box comes up, you're gonna put I'm an individual, because it's your individual policy.
[CUSTOMER][NEUTRAL] OK, so I did that and then it's asking, I'm not quite sure what it, I don't remember what it was, and I just closed out. I said well I might mess it up, so I didn't, I didn't even try it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so after you put I'm an individual, it's going to ask for, excuse me, it's going to ask for the last name, um, his full social, date of birth, and email and zip code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I can then I can just then it'll gradually go into it I guess.
[AGENT][NEUTRAL] Yes, ma'am, and then after you go through part two, then you'll be able to set up your username and password, and it'll send you like a text to your phone to verify and then you'll be in.
[CUSTOMER][NEUTRAL] OK, now the thing is if I'm using my phone or does it have to be underneath [PII]'s phone when he signed up?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it doesn't matter. Whichever phone number you put.
[CUSTOMER][NEUTRAL] Because I don't want them to think, oh it doesn't matter, OK, because usually it'll say it's his phone number and he's at work and I didn't wanna put my phone number thinking that somebody's trying to get in it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Get into it, right? No, it's OK. It, it, it doesn't have to be um his phone number, just whatever phone number y'all want to be attached to that account and then um you can go there to file claims or once you've already filed like this one here, you'll be able to see it as it's processing and then when it's done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can't promise I'm gonna do that because I'm kind of illiterate when it comes to this computer, this computer stuff, that's why I fax everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, whatever you're comfortable with.
[AGENT][POSITIVE] But if you do need help, if you do decide to do it and you need a little help, I'm [PII] and I'm the only [PII] here, so I'll be more than happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, thank you so much, [PII] and um hopefully I don't talk to you too soon, too soon.
[AGENT][NEUTRAL] You're welcome, Mr.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That is it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL, Mrs. [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too, hon. Thank you so much.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.