AccountId: 011433970860
ContactId: 5172864a-71b5-48d0-96df-adfc77990ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227639 ms
Total Talk Time (AGENT): 84368 ms
Total Talk Time (CUSTOMER): 122869 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5172864a-71b5-48d0-96df-adfc77990ed7_20250507T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good thank you I'm calling um in regards to um some claims that my husband and myself are going to be filing with you um we were switched from Aetna to uh.
[CUSTOMER][NEUTRAL] UnitedHealthcare and there was some like a gap period. My husband has gap insurance through you um or so anyway um I needed a couple of things from you before I do this um we have the claims we have 12 claims in total, 3 which are mine and 9 which are my husband [PII]'s and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just wanted to know, um, when we mail these, is there an exact mailing address? What is the exact mailing address I should say, um, to mail the claims to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. So it would be addressed to APL, so the acronym for American Public Life.
[AGENT][NEUTRAL] And you can mail it attention claims.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] OK, and I take that that we have to go through the to the post office itself and all that correct? because this is very thick, the forms, the claims, I'm sorry, the claims, it's very thick, so we're probably gonna have to go to the post office.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The only other way, well there are two other ways that you could submit them, it would be either fax if you have access to a fax machine or we do have an online service center. I don't know if that's more convenient to like download everything and then upload it into that.
[CUSTOMER][NEUTRAL] OK, so you're saying the fax machine would probably I think the fax machine because neither of us are really great on the computer, so that's it's only frustrating for both of us and it's only gonna be questions for you in the long run.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, I mean, and
[AGENT][NEUTRAL] You can definitely do mail or fax. Yeah, no, but I can give you the facts just in case if you want to do that also.
[CUSTOMER][NEUTRAL] Seriously.
[CUSTOMER][NEUTRAL] So we can mail it as well so that would OK so we can also mail instead of having the fax number, OK, but can we have the fax machine a number just in case please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK, [PII] OK and then the other question that I had, um, so if we have the claims, do they have to be sent in separate envelopes or can we just put one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, package together with all of the claims in it, do they have to be separated?
[AGENT][POSITIVE] Yeah, you can, no, you can do all together in one mailing. Yeah, absolutely.
[CUSTOMER][POSITIVE] OK, um, I think that was all I needed today. um, that was easy. You made it very easy and pleasant.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem. If you have any other questions or concerns, feel free to call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], you have a great day thank you so much.
[AGENT][NEUTRAL] You too. Bye-bye.