AccountId: 011433970860
ContactId: 6a758812-faa9-4dcd-a0e8-3c4e93b40b07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359450 ms
Total Talk Time (AGENT): 184591 ms
Total Talk Time (CUSTOMER): 96956 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6a758812-faa9-4dcd-a0e8-3c4e93b40b07_20250409T20:42_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was just um calling to see I filled out the um reimbursement form, claim form and I mailed it about a month ago and I have not over a month ago and I have not heard back anything yet. Can you look to see if you guys received it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so you're the insured and you have filed a claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Same with us and you're just wanting to verify if that was received, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, wait, what was the last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Would you spell your last name for me?
[CUSTOMER][NEUTRAL] Mhm, it's [PII]
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] It is 679-624-085.
[AGENT][NEUTRAL] OK and that's your
[AGENT][NEUTRAL] Member ID number?
[CUSTOMER][NEGATIVE] Say that again, I lost you there.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Is that your member ID number?
[CUSTOMER][NEUTRAL] Say that again. You need the me.
[CUSTOMER][POSITIVE] Yeah, yes, correct, yes.
[AGENT][NEUTRAL] No, sir. The number you just gave me, is that the member ID number?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and [PII], I will need to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh huh. [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me. So that is the best contact number that we should have for you, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. And lastly your.
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, it's my last name. [PII].
[AGENT][POSITIVE] OK, thank you very much. OK, and
[AGENT][NEUTRAL] [PII] is
[CUSTOMER][NEUTRAL] Your phone is going in and out.
[AGENT][NEUTRAL] Yes, so there's something in the system and I have no control over that. I do apologize, but so the claim that you submitted to us, is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, as of now, we do not have a claim on file for you. We have not received a claim for you.
[AGENT][NEUTRAL] Now, where did you mail that?
[CUSTOMER][NEUTRAL] Where did it go uh.
[AGENT][NEUTRAL] Yes, sir. What address did you mail that to, [PII]?
[CUSTOMER][NEUTRAL] So I'm, I mailed it on there.
[CUSTOMER][NEUTRAL] It's um uh PO box so the same one that's on the farm, APL claims [PII]. I follow the instructions on the um on the APL form green farm.
[AGENT][NEUTRAL] OK, so yes sir as of now we have not received that. Now, have you ever set up.
[AGENT][NEUTRAL] Your profile in our online service center because if not I can email you the user guide for how to do that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And you can actually upload your claim directly into the portal for us for reviews and the instructions for how to do that is also included on the user guide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, can you do that for me?
[AGENT][NEUTRAL] Absolutely. So yes, sir. So I've looked to the email that you and I verified. The email that you will receive is going to come from care team.
[AGENT][NEUTRAL] [PII] [PII]. I will put APL online service center portal user guide in the subject line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For you so that that's easy to recognize.
[AGENT][NEUTRAL] And I just want to confirm one more time that the email is correct that I have. It's [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you should receive this email from me within just the next few minutes. If you have not seen it within about 5 minutes, [PII], I would check your junk or spam folder if we've not emailed you before, um, but again it will come from care team.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And is there anything else?
[AGENT][POSITIVE] That I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[CUSTOMER][POSITIVE] Yeah, that's all I needed thank you.
[AGENT][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a very nice uh rest of your day today.
[CUSTOMER][NEUTRAL] Alright you too bye bye.