AccountId: 011433970860
ContactId: 5d03e65a-3b2b-4ca9-a9b1-5f8f0746952a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453839 ms
Total Talk Time (AGENT): 283420 ms
Total Talk Time (CUSTOMER): 137236 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/5d03e65a-3b2b-4ca9-a9b1-5f8f0746952a_20250307T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am calling on behalf of my husband [PII], and I, I submitted a few claims for him and I just want to make sure that I did everything right.
[AGENT][NEUTRAL] OK, so you're calling on behalf of your husband, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yes, he's right here. His name is [PII], and I have the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] OK, [PII], thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and you're wanting to check claim status, you said, is that correct? Yes, ma'am, I can help you with that and you did say that Mr. [PII] is there with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh. I'll have on the phone. Give me just a sec.
[AGENT][NEUTRAL] OK, all right. Well, first off, you can go ahead, um, Miss [PII] and give me the policy number.
[CUSTOMER][NEUTRAL] It is 023-33213.
[AGENT][NEUTRAL] OK, thank you. Let me get that pulled up and then yes ma'am, um, you can get Mr. [PII] on the phone in just a moment, OK?
[CUSTOMER][NEUTRAL] Yes, here I am, ma'am.
[AGENT][NEUTRAL] Oh, hi, Mr. [PII]. This is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Pretty good, Miss [PII].
[AGENT][NEUTRAL] Good. OK, give me just one moment please to get your information pulled up.
[AGENT][NEUTRAL] OK, so Mr. [PII], um, first off, any information that I provide for you all today will be a verification of benefits and not a guarantee of payment, and I would need to verify several things with you first for security. So if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so tell me again the street number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the next thing to verify would be your phone number the best contact number that we would have for you.
[CUSTOMER][NEUTRAL] Really.
[AGENT][NEUTRAL] One of the phone numbers on file is the same as what Miss. [PII] gave me, but there's also another one.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you, and your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Mr. [PII], I was noticing on your address, you said that your street number is [PII]. Is that correct? I'm just re-verifying it again.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on your enrollment information that we received, it has 952.
[AGENT][NEUTRAL] So just verify with your employer that they indeed have the correct address. I have corrected it on our end, but if for any reason we were to receive, you know, a file that had 952 on it, it's going to override my change that I just did.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um,
[AGENT][NEUTRAL] I guess since Miss. [PII] is also there with you, do you authorize me to speak to her for this one phone call only related to the claim?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, can we put her on file that she can just call on my behalf?
[AGENT][NEUTRAL] What we can do is I can send an authorization form, a third party authorization form for you to complete and then send that back to us and yes so once we have that process then we can um we would be able to speak to her. But until that is fully processed you would have to, you know, be available to give us approval like you're doing today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine, ma'am, that's fine.
[AGENT][POSITIVE] OK, all right. Well, I'll be happy to um email that once we're finished with our call.
[CUSTOMER][POSITIVE] OK, here she is. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL Mr. [PII].
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] Hi, Miss [PII]. OK. So I can see that there have been several um things uploaded today. It looks, well, I'm sorry, not just today, over the last few days. Yes, ma'am. So I see there was one on the [PII] on the [PII], and then one on yesterday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Over the last week, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, did you say something, Miss [PII]? I, if you did, your voice cut out.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, I do.
[AGENT][NEUTRAL] OK, so yes ma'am, we have received those uploads. They have not yet been reviewed, but they are in line for review.
[CUSTOMER][NEUTRAL] OK, because I saw some things and it said I was trying to click on it to see, but it says there's nothing available, um, so I just wanted to make sure that I.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, that's because it has not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Gave put submitted everything that needed to be submitted, that's all.
[AGENT][NEUTRAL] If, if there's not, if it again because it has not been reviewed, if there should be some additional information that we were needing once that's been processed, then you know the explanation of benefits would indicate that and then you all could provide that additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the normal timeline?
[AGENT][NEUTRAL] 77 to 10 business days.
[CUSTOMER][NEUTRAL] OK, from the day that it starts processing or the day that it's received?
[AGENT][NEUTRAL] From the yes, ma'am, from our received date. Mhm. And yes, ma'am. And let me look at one thing on the
[CUSTOMER][NEUTRAL] That way I know not to, you know, when I.
[CUSTOMER][NEUTRAL] From your received date, OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Because I know, um, originally I had submitted the explanation of benefits and I talked to someone they said I needed the itemized so I went back and uploaded the itemized.
[AGENT][NEUTRAL] I can see that
[AGENT][NEUTRAL] Yes ma'am, and that's fine. The system will, you know, the tie that all together because there's not a way for you to add to an existing document that's been uploaded. You would just, it almost looks like you were um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uploading it for the first time, but that's fine.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm and then um I can see too that you all opted in when the profile was set up in the online service center to receive text notification alerts so once the claims are being reviewed, a text message should also be received by you all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. And then I'm going to email that third party authorization form that I was talking to Mr. [PII] about and you all should have that within just the next few minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are both very welcome. And is there anything else that I can help you out with today?
[CUSTOMER][NEUTRAL] No ma'am, that is it. I'll just be waiting for that form and uh watch out for the text messages.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK then, well, if you any anything else comes up, please give us a call. Otherwise, thank you again for calling APL and I hope you both have a very nice weekend.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.