AccountId: 011433970860
ContactId: 63dd466a-fd7c-4ee9-b49d-4f65991cb57c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405339 ms
Total Talk Time (AGENT): 102048 ms
Total Talk Time (CUSTOMER): 160244 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/63dd466a-fd7c-4ee9-b49d-4f65991cb57c_20250321T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is EP. I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Um, the, uh, plan is under my husband [PII], employee spouse plans.
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm sorry, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] Telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have that in front of me.
[CUSTOMER][NEUTRAL] It's uh under my husband.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII] as well.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Do you have a social?
[CUSTOMER][NEUTRAL] Uh yeah, OK.
[CUSTOMER][NEUTRAL] Um, you can't speak to me even though I'm also on the policy.
[AGENT][NEUTRAL] Well, I would need to pull him up by the social since you don't have the policy number. He's not coming up under that name for some reason.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Right. Yes, ma'am. I apologize.
[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] I'm sure he's gonna assist him though. He'll probably come up um under the social.
[CUSTOMER][NEUTRAL] Yes, ma'am. Give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, thank you. And please verify his date of birth again and then verify your date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you, [PII]. Now, can I, how can I help you?
[CUSTOMER][NEGATIVE] I just was online trying to file two claims um that I've paid for out of pocket, but every time I get to the part where I enter, I mean, I upload the PDF documents, it just goes to a page saying oops, we're having technical difficulties and to call this number.
[AGENT][NEUTRAL] OK. Yes, ma'am. I apologize. We're having issues with our system and I suggest they're working on it. I suggest that you give it about an hour or so and give us a call back and if it's still not working, you can always fax the information to us or mail the information.
[CUSTOMER][NEUTRAL] OK, so you said give it about another hour and try again online?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And where do I get the documents, uh, the fax information just in case it doesn't, uh.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Work still.
[AGENT][NEUTRAL] Well, you wouldn't need a form in order to file online. Just make sure that you reference your policy number and I can give you your policy number if you need that when you send us the documentation. We'll need the EOB from, let's see.
[AGENT][NEUTRAL] Yes, ma'am. We'll just need the receipt and your diagnosis code. And let me give you your policy number to reference.
[CUSTOMER][NEUTRAL] Oh, I have it. I just have to go find my card. I just, I'm in another room and that would have took a while if I didn't want you sitting on the phone.
[AGENT][NEUTRAL] OK. Well, is there anything else?
[CUSTOMER][NEUTRAL] But I do have.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was all. I just wanted to make sure I can file the.
[AGENT][NEUTRAL] Yes, ma'am. Give it about an hour or so. Mhm.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Question, how long do I have to file a claim? I, um, we just canceled uh the dental portion, so, um,
[CUSTOMER][NEUTRAL] It ends the end of this month. How long do I have to file my claim for it still to be counted?
[AGENT][NEUTRAL] Well, there is no timely filing limit as long as you were covered on the date of service, we'll um accept the claim and get it processed.
[CUSTOMER][NEUTRAL] Under my front cover.
[CUSTOMER][NEUTRAL] OK, so the normal claim filing timely limits like 30 to 60 days, you guys don't have that same stipulation.
[AGENT][NEUTRAL] No, ma'am. There's no timeless filing limit.
[CUSTOMER][POSITIVE] OK. All right, well, I'll get this as soon as possible. Thank you.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] There we go.