AccountId: 011433970860
ContactId: 4a457173-3fc8-46e6-a513-8d3193e59c04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280850 ms
Total Talk Time (AGENT): 120653 ms
Total Talk Time (CUSTOMER): 109911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4a457173-3fc8-46e6-a513-8d3193e59c04_20250529T15:59_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, good morning, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Good morning, how are you doing today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] I'm doing well. Thanks for asking.
[CUSTOMER][NEUTRAL] Um, yes, uh, I just have, uh, questions about filing a claim because my husband recently, um,
[CUSTOMER][NEUTRAL] Had a stroke last November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I was trying to uh sign up online for the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it seems that I, it's not letting me.
[AGENT][NEUTRAL] OK, let me take a look. I'm definitely sorry it's not working for you, but I'll be more than happy to help you with logging in to the online service center. You're welcome. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] And my policy number is
[CUSTOMER][NEUTRAL] 248-032-8
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My birth date is uh [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the reason that you, one of the reasons that you're unable to sign up for the online service center is because we don't currently have any active policies for you. Um, all of the policies terminated on [PII].
[CUSTOMER][NEUTRAL] Yes, um, yeah, unfortunately I was, I was not able to, um, enroll.
[AGENT][NEUTRAL] So if you
[AGENT][NEUTRAL] OK, so if you're still needing to file a claim or anything from when it was active, you still can, but it would need to be through the mail or fax, you wouldn't be able to sign up online.
[CUSTOMER][NEUTRAL] Oh, so I need to, uh, mail it?
[AGENT][NEUTRAL] Right, you can mail it or you can um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You can fax it.
[CUSTOMER][NEUTRAL] Um, but I don't wanna fax it because, uh, we have our, um, medical information, my husband's medical information. It's not gonna be against, um, HIPAA.
[AGENT][NEUTRAL] To send a claim via fax? No, usually you can, you can use a cover page so that the information is not showing, um, and you would put attention APL claims department, but no, to send a fax claims through fax is not a violation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, AP, APL uh APL claim department.
[AGENT][NEUTRAL] Yes, it'll be attention.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] OK, and then um what's the fax number?
[AGENT][NEUTRAL] Hold on one moment. So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And then how can I um follow up? Just call?
[AGENT][NEUTRAL] Um, so it takes about 7 to 15 business days for a claim to um finish processing, but once you send it, I would usually give it about a day or two for us to receive it and have it uploaded, um, and then you can call and see if we've received it.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK. Well, yeah, that's good to know. I'll just uh send everything.
[CUSTOMER][NEUTRAL] Sofas.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's about it. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.