AccountId: 011433970860
ContactId: 4a498654-aed3-4005-a74e-db8c00da8222
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588239 ms
Total Talk Time (AGENT): 132237 ms
Total Talk Time (CUSTOMER): 345038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4a498654-aed3-4005-a74e-db8c00da8222_20241230T22:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was going to try to uh file a claim for an accident.
[CUSTOMER][POSITIVE] And I was given the website secured.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, and I don't have an account set up, so I was trying to set up an account under the new user.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And when I put in my information, last name, Social Security.
[CUSTOMER][NEUTRAL] And so forth it says there appears you may not be eligible to create an account, please contact customer service at this number.
[AGENT][NEUTRAL] Hm. All right, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, well, that's somewhere.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I've got a lot of paperwork here.
[CUSTOMER][NEUTRAL] Oh shoot, I thought it was on top, but.
[CUSTOMER][POSITIVE] Um, yeah, sorry about that. I thought I had it right here.
[AGENT][POSITIVE] No worries if you need me to look it up by your name or social, I can do that also.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Here we go, it is right here in front of me.
[CUSTOMER][NEUTRAL] 1289078.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I could verify your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you for that, [PII], and then
[AGENT][NEUTRAL] Uh, what is the physical address we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thanks so much. So let's see.
[AGENT][NEUTRAL] And when you were um doing the registration online what email address were you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so it looks like you may have to fax it or mail it, unfortunately, it looks like there were notes in here about, I guess, as of
[AGENT][NEUTRAL] Stating that um
[AGENT][NEUTRAL] OSC meaning the online service center would not be available.
[CUSTOMER][NEGATIVE] Yeah, I was told that uh after the first because I don't think I extended this policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for next year, um.
[CUSTOMER][NEUTRAL] But I thought I I thought I could get it done before the end of the year doing it online.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, but I'm, I'm, you know, I'm not in a huge hurry to do it, um.
[CUSTOMER][NEUTRAL] I just thought it might be easier, but if.
[AGENT][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] OK, so let's say I don't have a fax.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It can be put in
[CUSTOMER][POSITIVE] Actually I can get it faxed.
[AGENT][POSITIVE] Yeah, it can be put in the US postal mail too, whatever is easiest for you.
[CUSTOMER][NEUTRAL] I could, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If it gets faxed it can get faxed to my work number which ends up being in the email.
[CUSTOMER][NEUTRAL] Let's let's go ahead and try that if you could fax me the, the claim form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then my assistant will send it forward it to me when she gets it and then I fill it all out and mail it in I guess since it'll be after the first of the year.
[AGENT][NEUTRAL] Yeah, so what I can do.
[CUSTOMER][NEUTRAL] Or, or can I.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Can I still can I still upload it to you or do I, will it have to be done by mail since it's past my policy period?
[AGENT][NEUTRAL] Yeah, so it'll have to be mailed or faxed one of the two, and I can send you the form. I'm just gonna have to send it to you via email.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, so I'll email the form and then you can return the form either via fax or mail.
[CUSTOMER][NEUTRAL] Uh, and
[CUSTOMER][NEUTRAL] And there'll be a fax number on it I'm guessing and obviously a mailing address.
[AGENT][NEUTRAL] Mhm, yeah, those are all located on the claim form, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, well that's that's fine uh I won't worry about getting it done. I was thinking I need to get done today or tomorrow because of that deadline, but um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But if I can't, I mean if it if it's already passed, then I won't worry about getting it done since this is kind of a chopped up week, uh, but yeah, if you'll send that then I can get started on it and what I've got to submit I got from the hospital.
[CUSTOMER][NEUTRAL] From the emergency room procedure, the um.
[CUSTOMER][NEUTRAL] UBO4 or something like that.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] So they they got that and then.
[CUSTOMER][NEUTRAL] I got a receipt from the imaging place where she had a my wife this is my wife's uh separated her shoulder in October uh she did get her, you know, get the.
[CUSTOMER][NEUTRAL] Help within that I was told there was a 72 hour limit to to get treatment and of course we did it immediately um so so we're in that time limit uh and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have those two receipts, but then she has been doing, you know, she's had follow ups with a specialist and doing physical therapy and she's not through with that, so I was gonna wait on submitting that.
[CUSTOMER][NEUTRAL] Um, after she finishes all those, but go ahead and submit the, the big hospital bill and the.
[CUSTOMER][NEUTRAL] In the imaging bill now so that's OK to make two submittals on one claim, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, no, absolutely. Yeah, you can absolutely do that and I get waiting until you're kind of done with one just to try and do it all at once. It just makes it easier.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Yeah, and that's what I was thinking at first, but now that I realized that her physical therapy is probably gonna go on for a while longer and, and we can get something like $25 a visit uh for each one of those.
[CUSTOMER][NEUTRAL] Uh, I definitely will turn those in, but I think I'll go ahead and turn in the.
[CUSTOMER][NEUTRAL] The big hospital bill and the big.
[CUSTOMER][NEUTRAL] Uh, imaging bill, the MRI.
[CUSTOMER][NEUTRAL] Uh, go ahead and get those turned in here soon.
[AGENT][POSITIVE] OK, yeah, definitely. Sounds good.
[CUSTOMER][NEUTRAL] That all that all sound right?
[AGENT][NEUTRAL] Yeah absolutely and that claim form is coming to you so if you want you can uh you know, save it print it out, and that way you have a copy of it for any future claims that you may need to do as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great uh now let me ask this the the.
[CUSTOMER][NEUTRAL] Obviously the hospital bills, you know, says what the problem was.
[CUSTOMER][NEUTRAL] And I had the uh imaging people the the first invoice I had a receipt I had didn't say anything about what the imaging was and I figured you would wanna make sure it was for the for the accident and um so they sent me another one that has a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, a diagnosis code or something like that that evidently.
[CUSTOMER][NEUTRAL] It's something that would would tie it to.
[CUSTOMER][NEUTRAL] Imaging of a shoulder so hopefully that's enough to tie that together and that's one of the things I'm working on with the physical therapy people is having something on the receipt showing it's physical therapy for a shoulder injury because the receipts we've gotten so far you know don't don't tie it together so that's another reason I'm not gonna be submitting any of those with this first submittal because I I've got to get more detail on that I'm sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, no, but that's perfect with the diagnosis codes that's exactly what you want to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, sounds good well I appreciate it and I'll watch for the email for that and start working on filling that out, but at least I know I don't have to worry about getting it done before.
[CUSTOMER][NEUTRAL] Tomorrow evening.
[AGENT][POSITIVE] No worries [PII], if you have any other concerns, feel free to give us a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do it. I sure appreciate it and have a happy new year.
[AGENT][POSITIVE] My pleasure. You too.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Um, bye-bye.