AccountId: 011433970860
ContactId: 5271d71f-8086-423e-8b5e-f4b81171f909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263730 ms
Total Talk Time (AGENT): 105300 ms
Total Talk Time (CUSTOMER): 155185 ms
Interruptions: 3
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5271d71f-8086-423e-8b5e-f4b81171f909_20250331T17:55_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] Yes, ma'am. I have a question about some claims that I have filed and I've just, you know, I have a question, just the same question on several claims. So I need some help with that.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. So what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you have your policy number available?
[CUSTOMER][NEUTRAL] It is 00640053.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with that claim information. Do you happen to have the claim numbers or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I do. Let me, let me just, it's just a general question. I got it in the same question on 3 claims and we can, you can reference one of them if you want to, but um they're asking for copies of the EOBs and we, you know, one of some of them they said they couldn't read them. We've uploaded all that. So, and my daughter helps me with this. Does she have to go back, does she need to go back and reupload those and how does it get uploaded to that claim number then?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes ma'am, if she can reupload them something might have happened in uploading the claims uh to make it.
[AGENT][NEUTRAL] Um, not legible, so the claims adjuster will review the newly uploaded documents and they'll look at the history and see that it is part of that claim, so they'll attach the claims together.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she just, she just reuploads the claim, though, I mean my EOBs, but she didn't have to reference it to that claim number, is that what you're saying?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's exactly what I'm saying, yes ma'am. And so what's what'll happen is when the adjuster looks at the new documents they will realize that it is attached to those claims that are pending for those EOBs.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they'll they'll look at that way.
[CUSTOMER][NEUTRAL] OK, all right, so I, so she just needs to re upload those claims again and then it'll it'll go back to the adjuster will get it back to the right claim number that it that's already been, you know, that's already been filed. OK, OK, because it didn't pay anything. oh OK, go ahead.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] That's right. Now, it will be a
[AGENT][NEUTRAL] Yeah, I'm sorry, go ahead. I was just gonna say it will have a new claim number assigned to it.
[CUSTOMER][NEUTRAL] Mhm. I it, it.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It, it will be regarding the same same claim information.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, all right, because it didn't, didn't pay anything on any of that. So any of those claims that you know that it had a question about, so I'll just tell her to go back and reupload those and, and that's all she, it doesn't, she doesn't have to re find the reference to claim number that it was originally attached to that's what I was trying to figure out.
[AGENT][POSITIVE] That's right. That's right. No, ma'am, she does not need to put that claim number on it. It'll be fine.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, worry about that. OK.
[CUSTOMER][POSITIVE] OK. All right. That's, that's what I was needing to know, so I'll get with her and we'll do that over again then. OK, thank you.
[AGENT][POSITIVE] All right, it's been such a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, let's see that one thing, uh, uh, no, never mind. Yeah, all the ones that I'm asking, I, I was just checking on something, but all the ones that I asking you about all needy LBs that get resent. So we will take care of that and I appreciate you helping me, um, [PII], OK.
[AGENT][POSITIVE] It's been my pleasure. My pleasure, Ms. [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.