AccountId: 011433970860
ContactId: 680053e8-056b-4d84-a595-712460a34cd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637130 ms
Total Talk Time (AGENT): 246876 ms
Total Talk Time (CUSTOMER): 152500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/680053e8-056b-4d84-a595-712460a34cd8_20250114T17:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, can I get your email address so I can forward you, um.
[CUSTOMER][NEUTRAL] Um, papers for a claim on my cancer policy.
[AGENT][NEUTRAL] We don't take claim information through the email.
[AGENT][NEUTRAL] For security, uh, we can take it by fax or you can upload it to our website, um, to your account.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. Do you need the information for the website?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, may I have your, OK. May I have your name?
[CUSTOMER][NEUTRAL] How do I do that then?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, um, [PII].
[AGENT][POSITIVE] OK, thank you. And do
[CUSTOMER][NEUTRAL] And it's extension [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, do you have the policy number, Miss?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] It's 02296170.
[AGENT][NEUTRAL] All right. And for security, I need your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what was that last one?
[AGENT][NEUTRAL] Email?
[CUSTOMER][NEUTRAL] Oh, let me give you my work email. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the last part again at A.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, bear with me, let me see if you have registered already. One moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so you are registered. Um, let me give you your username and if you don't remember the password, you can click on forgot password. Um, your username is [PII] on our cases.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you go in um the policy, are you gonna pay right?
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] What is the, what do I go?
[AGENT][NEUTRAL] OK, you will go to upload files. It's gonna say upload files and you're just gonna click on that.
[CUSTOMER][NEUTRAL] No, what website or?
[AGENT][NEUTRAL] Oh, the website. Um, you can go to, you can go to [PII].
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] Sign in [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then you go where?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Click on sign in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you want me to wait until you get in?
[AGENT][NEUTRAL] So I can continue the instructions.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And it just says and then put forgot password.
[AGENT][NEUTRAL] Yes, if you don't remember your password, just click on forgot password. It's gonna send you the the password reset up to your regular email, which is the [PII] in [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Oh, I use Yahoo then.
[AGENT][NEUTRAL] Yeah, you registered with the one in Yahoo, so that's the one that it's gonna go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK once you get in, just let me know and I can give you the rest of the instructions.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's loading.
[CUSTOMER][NEUTRAL] OK, it is OK I'm in.
[AGENT][NEUTRAL] OK, so you're gonna go where it says upload files.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then uh you're gonna
[CUSTOMER][NEUTRAL] Uh, it's green.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And then you're just gonna go ahead and just upload the um the information you need to send it.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] OK, so that's where I can upload um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my new cancer policy, um, files that I need to upload, I can upload there.
[AGENT][NEUTRAL] Yes, if you need to send.
[CUSTOMER][NEUTRAL] Or where it says for the new file like wellness claim I can do it there.
[AGENT][NEUTRAL] Yes, um, the wellness claim, you can just click on wellness claim and it's just automatically, you just fill everything out and it's automatically come here. If you need to submit documents for a regular cancer claim, then you're gonna go ahead and send us the claim form electronically, um, and you're gonna send or attach any documents that goes with the claim form.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Cause I don't know if um.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, I'll see what I have. Um.
[CUSTOMER][NEUTRAL] And they have to get another paper from my doctor. OK, I'll see what I have and I'll upload them.
[AGENT][NEUTRAL] OK. Do you need any
[CUSTOMER][NEUTRAL] I guess y'all will let me know if I need to if I need to send something else.
[AGENT][NEUTRAL] Once it's processed, we'll let you know if we have everything we need or if we need additional documents. Uh, the normal processing time is 7 to 10 business days after we receive the claim.
[CUSTOMER][NEUTRAL] OK, so you'll let me, you'll let me know if I need something different?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, yes. It's gonna be sent out um by mail. We'll send an EOB explaining what we did with the claim. Um, if you want to check on it, like if you wanna check sooner before you get it on, on the mail, you can always go to uh your account and keep a look into it. If you have, if you register for the um message messages uh through the phone, it will let you know once we process the claim. we will send you like a um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A notice saying that we process a claim and you can view it before you get it in the mail if you wanna do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, so if it's um
[CUSTOMER][NEUTRAL] Like a lab stuff, um, would that be like where the upload the files, would that be where that would go?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's not where the.
[CUSTOMER][NEUTRAL] Not where the claim is, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, not where the claim is. Every time you need to submit any type of document, any type of claim, any, any document is gonna be to upload files. So the claims, everything goes through upload files, um, the claims are if you see anything on claims is what we already processed and the wellness claim is electronic. So, um, you just click on that it opens, you fill it out and you send it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I get it. OK, all right.
[AGENT][NEUTRAL] Mhm. Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Um, that's all.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.