AccountId: 011433970860
ContactId: 67e2b336-6730-4617-b15d-afb0add4a292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536380 ms
Total Talk Time (AGENT): 167176 ms
Total Talk Time (CUSTOMER): 196919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/67e2b336-6730-4617-b15d-afb0add4a292_20250107T17:34_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]. Uh, my name is [PII], and I'm calling to, um,
[CUSTOMER][NEGATIVE] Just first inform you of something. I submitted a claim today, but I wanted to set up a direct deposit and when I went into that payment preference section to put in the routing number, it showed me a different bank. So, um, I wanted you guys to be aware of that. Um, I'm with Wells Fargo and it showed me First Union, and when I called Wells Fargo, they said, yeah, that's not correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so I apologize for that and the confusion. There are times when you're entering the uh bank information on our site where it may not match who the bank is, but as long as you verify that the routing number and the account number that you're entering are the correct ones, you shouldn't have any problems with the direct deposit.
[CUSTOMER][NEUTRAL] OK. Yeah, I think uh I might choose another bank account cause I don't feel comfortable doing it.
[AGENT][POSITIVE] OK, yeah, you can absolutely do that. Um, did you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But the other thing they wanted.
[CUSTOMER][NEUTRAL] I wanted to ask you if I sent um in a form, can I do that that way or not at all like a direct deposit form?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, I can send you a form if you would prefer to do it that way absolutely.
[CUSTOMER][NEUTRAL] So you could send me electronically that way.
[AGENT][POSITIVE] I could email it to you and then you could send it back to us, yeah, absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, the other thing, um, what was it? I have another question. Oh, I wanted, um, to find out if you're able to see the claim because it's my first time doing it and I just want to make sure everything is OK. Um, I sent a completed claim and then the um
[CUSTOMER][NEUTRAL] The billing details that was asked of me. So I just wanted you to have a look to make sure everything is OK where that is concerned. Is it possible?
[AGENT][POSITIVE] OK. Yeah, absolutely. I'm happy to check. What is your policy number?
[CUSTOMER][NEUTRAL] Um, hold on, I have to go back here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 186.
[CUSTOMER][NEUTRAL] 7127.
[AGENT][NEUTRAL] Alright, let me just pull this up here, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and then [PII], if I could get your date of birth and address, please?
[CUSTOMER][NEUTRAL] It's [PII], and it's [PII].
[AGENT][NEUTRAL] Alright, and the email address that we have on file is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes, it is. Mhm.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do see the claim submitted. Give me just a moment and I can pull up um what was submitted here online. Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, so I see we got the claim form.
[AGENT][NEUTRAL] And all that's filled out.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So the only other thing that um
[AGENT][NEUTRAL] I would upload um in reference to this claim. [PII] would just be, do you have an explanation of benefits from your primary insurance yet as far as what they paid?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have one here.
[CUSTOMER][NEUTRAL] But I have to find out from them because they sent it to me for um.
[CUSTOMER][NEUTRAL] It's 22 bills, but I'm not sure.
[CUSTOMER][NEUTRAL] It's two different amounts actually and I'm not sure what is for what. So I have to double check with them, but I could scan that. It's an explanation of benefits for the surgery I did.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I could have that um scanned or maybe have them send it to me cause I don't have a scanner at home. So I'll call them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, that would be the only other thing um that would probably be needed.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] OK, I can just add it.
[CUSTOMER][NEUTRAL] And I have the option to add it to that claim or I have to do it separate or do it again?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so you don't need to re upload everything um or anything like that, um, I mean, not all the paperwork. I would just upload that and then um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Put the reference, the confirmation number that you've got for the original one for online and then the claims examiner will just take that information and put it with the original claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK. All right. I'll do that. Thank you.
[AGENT][POSITIVE] No problem and I just sent out that email and so that's coming your way for the direct deposit form as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Of the form, OK, let me just go there and see.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Oh, I haven't gotten it yet, so I guess it's still on its way.
[CUSTOMER][POSITIVE] OK. I think this is it, yeah, I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so do I send it back by mail, [PII]?
[AGENT][NEUTRAL] So you can send you can send it back um in the US postal mail or you can fax it. There's a fax number on that sheet also I think that you should see there it's 877 it starts with.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, or the PO box at the top of that form.
[AGENT][POSITIVE] Mhm. Yes, ma'am, absolutely. So you can fill that out and get it back to us and then we'll update that information for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you so much [PII], you have a great day.
[AGENT][POSITIVE] You, you too, thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] Bye bye.