AccountId: 011433970860
ContactId: 6f976231-e0ea-4fcb-8db1-abd31e773f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144729 ms
Total Talk Time (AGENT): 49976 ms
Total Talk Time (CUSTOMER): 84839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6f976231-e0ea-4fcb-8db1-abd31e773f6a_20250304T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I have uh a claim in with you all, um, however, on one of them it states that, uh, let's see.
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEUTRAL] Um, so it says based on your effective date of coverage it's necessary that we obtain your past medical history to determine if your claim is due to a preexisting condition.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it says please complete the enclosed form and return to our office, um, but I don't have this was through an email like I downloaded this on the on the claims page.
[AGENT][NEUTRAL] The portal. Mhm.
[CUSTOMER][NEGATIVE] Right, and so I don't know what form that is because I, I haven't received anything.
[AGENT][NEUTRAL] Sure, that should be um.
[AGENT][NEUTRAL] Right, uh, that should be mailed to you. You'll get a physical copy, uh, mailed to you.
[CUSTOMER][NEUTRAL] OK, and so I just fill it out and then how do I get it back to you through the same portal through here uploaded or how?
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] You can, yeah, um, or you can mail it back, um, but yeah, you can upload that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will receive a, I'll receive some type of form to fill out in the next.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, because it says on the top where it says check date it says [PII], so maybe within a week I should receive it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean with the mail I would I would uh give it a couple of weeks, um, but I mean if you want to call back in a week or so if you've not received it, you definitely can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what is, is that like from my primary doctor or, or what is that from?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Like what information is that gonna be from?
[AGENT][NEUTRAL] It'll walk you through um exactly the information that we would need. Um, and again, it's just to verify that it was not a pre-existing um condition.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, then I'll go ahead and wait for that.
[AGENT][NEUTRAL] OK, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.