AccountId: 011433970860
ContactId: 467f02e9-7e61-4618-a5f6-f2709ce03aba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301450 ms
Total Talk Time (AGENT): 125087 ms
Total Talk Time (CUSTOMER): 77003 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/467f02e9-7e61-4618-a5f6-f2709ce03aba_20250307T16:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling regarding uh a claim.
[CUSTOMER][NEUTRAL] Where I just uploaded some additional documents I just wanted to make sure everything was received.
[AGENT][NEUTRAL] OK, well I can verify that for you, and I apologize, your name is again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] 258-4409
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. The mailing address is [PII]. The email is [PII].
[AGENT][POSITIVE] OK, thank you so much, and give me one moment.
[AGENT][NEUTRAL] Uh, looks like a claim came in today. Did you submit on through the uh online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I see a claim has come through, but it's not letting me see it, maybe because it just came in. Give me one quick moment, OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I, I was trying to add files to an existing claim, but I couldn't.
[CUSTOMER][NEUTRAL] Figure out where to do that.
[AGENT][NEUTRAL] Uh, you wouldn't be able to, since the claim has been received and been processed, uh, you wouldn't be able to add any additional claim information. You just have to do it as a new claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] Well, I see a claim has come through, but it's not um.
[AGENT][NEUTRAL] Showing it to where I can review it, but I do show a claim has came through and it's in line for processing.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright, well that's what I'm trying to confirm and make sure you got everything.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me try one other way, give me one moment.
[AGENT][NEUTRAL] Yeah, I'm sorry, it's not uh showing up just yet where I can view the claim, but it do show that it has come through. And it looks like we were needing your primary EOB.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Looks like we were needing your primary EOB or explanation of benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, like I said, I'm sorry, I'm not able to view it, uh, the actual claim, I just showed that it came through. Um, do you want to give it a minute and give us a call back?
[CUSTOMER][NEUTRAL] Uh that's
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I mean, no, I don't really want to, but if that's what I have to do.
[AGENT][NEUTRAL] I mean, if you want to, you know, to confirm that's the exact information we need, you can.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, uh, how long does it typically take to process a claim like this?
[AGENT][NEUTRAL] Uh, usually 7 to 10 business days. Um, I don't know if you have it to where you, um, put in your cell phone number, but you can receive a text on when it's been received and when it's been processed.
[CUSTOMER][NEUTRAL] Not yes, uh, I, I did, uh, set that up.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] I guess that's all that we could really do.
[AGENT][POSITIVE] Yes, sir. I'm sorry.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Uh, thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.