AccountId: 011433970860
ContactId: 6dd90bb3-8190-4888-aca0-391c2d1dcdbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610469 ms
Total Talk Time (AGENT): 115007 ms
Total Talk Time (CUSTOMER): 275809 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/6dd90bb3-8190-4888-aca0-391c2d1dcdbc_20250213T22:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling April. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I got you back. OK, I got you. I went through the queue even. Oh my goodness. [PII], I have the same policy 842.
[AGENT][NEUTRAL] Um, I think I, I still have it up.
[CUSTOMER][POSITIVE] OK, so I, so she's still on here. She got her first claim to successfully submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, now, but the second claim is not showing and I tried to help her. I said I'm gonna do this if we can take or high water just because I've never done it before, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, I, we're, we're stuck now, so I don't, I can't assist her any farther, you know, she can't see the second one that she submitted and she needs help with that. Can you help her?
[AGENT][NEUTRAL] Yes, ma'am, you can go ahead and send her through.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a good day, honey.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in claims department. Um, [PII] was saying that you had a question about um the claim you submitted.
[CUSTOMER][NEUTRAL] I did. I submitted one for myself and I submitted one for my husband, but I may not have.
[CUSTOMER][NEUTRAL] Submitted the one for my husband because when I looked at my claims when it brought me back, it's only showing mine. So I'm going back in and redoing it, so do I just need to go back in and redo?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah cause
[CUSTOMER][NEGATIVE] I know he, he should have had a confirmation number also, and I didn't see one. And I may have messed up when he.
[AGENT][NEUTRAL] Yeah, so the same information that you're seeing on your side is what I have, but like I only saw one that you uploaded for you, but I don't see anything uploaded for him.
[CUSTOMER][NEGATIVE] OK, do you mind staying on to make sure I'm doing this right, because I, I'm apparently doing something wrong on this one if you don't mind. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then I hit continue. OK.
[CUSTOMER][NEGATIVE] It's slow getting to where it's supposed to be going.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Because I hit continue, oh, you know what? I forgot to put his birthday in there, never mind.
[CUSTOMER][NEUTRAL] Guess that, I guess that would be good, wouldn't it?
[CUSTOMER][POSITIVE] Yeah, then I can do all this.
[CUSTOMER][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] Direct deposit is the fastest, but if we're not doing that, do I hit continue?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because I'm I you know I'd have to set up a thing to do that, OK.
[CUSTOMER][NEUTRAL] And then it's got his name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's got his the date of his birth and the doctor and what he had done.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK. And then I hit, I acknowledge that I have to hit the acknowledge to make sure it goes through, don't I? For your protection, Texas law requires.
[CUSTOMER][NEUTRAL] OK, I hit that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And now then I gotta, oh, I gotta find my name there again.
[CUSTOMER][POSITIVE] Now this is a good thing.
[CUSTOMER][NEUTRAL] You know what, I forgot to, I what I did is I forgot to file my claim while ago.
[CUSTOMER][NEUTRAL] So that does make a big difference doesn't it?
[AGENT][NEUTRAL] Yes, ma'am. I'm trying to look at something.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] So once you do his um.
[AGENT][NEUTRAL] You probably have to go back in time because we'll end up.
[AGENT][NEGATIVE] Denying it and we need more information.
[CUSTOMER][NEUTRAL] Well, that's what I'm doing. I'm
[CUSTOMER][NEUTRAL] Well, it says please sign below using your well I'm signing my name because I know I'm the one I'm the policy holder, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, actually, um, yours, yours is signed. Um, I see your signature on here for yours.
[CUSTOMER][NEGATIVE] These aren't very pretty. I don't know.
[CUSTOMER][NEUTRAL] Yeah, well, I knew mine was, but I'll tell you what, I don't know how y'all read these signatures.
[CUSTOMER][NEUTRAL] OK. Now, and then I hit, I hit save, right?
[AGENT][NEUTRAL] Loans is some kind of, I mean.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I hit file my claim, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I hit file my claim. That's what I didn't do before, babe. I didn't file my claim.
[CUSTOMER][NEUTRAL] So I made my, I just had to do it all over again, what it boils down to.
[CUSTOMER][NEUTRAL] And then it should give me a confirmation number.
[CUSTOMER][POSITIVE] When it gets through following it because it'll tell me I did successful.
[CUSTOMER][NEGATIVE] I don't do this, but once a year, so it makes me kinda nervous.
[AGENT][POSITIVE] I totally understand.
[CUSTOMER][NEGATIVE] And I don't wanna add another client, but it didn't show me.
[CUSTOMER][NEUTRAL] My confirmation number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh there it is. I see it now.
[AGENT][NEUTRAL] OK, so here's, um, I can see his now.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, and then I just uh closed out right after I've got it done.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, now it shows his claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know I wasn't sure on the solace. I just put down the telephone number I had for [PII]'s mammogram in [PII], and I guess if you get a hold of them you need to check on my mammogram and stuff so.
[AGENT][NEUTRAL] Well, we don't have to call and we just, um, we just ask that you put the provider cause we have to put that in the system. Um, so, like I said, as long as you um have the date and like I said, the name of the provider, we put that um when we processing the claim.
[CUSTOMER][NEUTRAL] If you wanna
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, I go to, yeah, it's so a mammogramic ground, so it's in [PII], so.
[CUSTOMER][NEUTRAL] I know you're not probably familiar with around here, but.
[CUSTOMER][NEUTRAL] And I guess all I had to do.
[AGENT][NEUTRAL] Well, we get a lot of the ones that we get are for solus, but yes, um, but not in that specific area, but yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I can just go back in and check on this as they want to or do you know about how long it might take before we receive a check?
[AGENT][NEUTRAL] Um, I would say, um, cause it's about a.
[CUSTOMER][NEUTRAL] There'll be two separate checks, won't there.
[AGENT][NEUTRAL] No less than 10 business days, um, but you should, if you set up, you should get a text message once it's processed, um, and you can kind of go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, they
[CUSTOMER][NEUTRAL] OK, so you do have my email, so it'll send me a text message you got my phone number too, so it'll send me something saying that the claim has been.
[AGENT][NEUTRAL] Process
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I can also go back in and check this if I want to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, uh, she gave me a temporary, um.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEGATIVE] Because the old one that I had was expired.
[CUSTOMER][NEUTRAL] And we had tried to go in and do a new password and it wouldn't let us. So,
[CUSTOMER][NEUTRAL] I can go in and redo my own password now, can I?
[AGENT][NEUTRAL] Uh, let me ask her because, um, give me one second cause I, cause I had transferred over to her and she's got me back, um, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can log out of this then?
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you so much too.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][POSITIVE] And you have a blessed and wonderful weekend OK?
[AGENT][NEUTRAL] You as well.
[AGENT][NEUTRAL] OK, yes, so you can um change your password.
[CUSTOMER][NEUTRAL] OK, so I can just log out of here and then go back in and log back in and redo my password.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Well, I appreciate it and like I said, you have a blessed and wonderful weekend and I do appreciate the patience and the time that you spent to help me.
[AGENT][POSITIVE] No problem, Ms. [PII], and you as well, and thanks for calling APL.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] Uh huh bye.
[CUSTOMER][NEUTRAL] Bye bye.