AccountId: 011433970860
ContactId: 701b72c6-8ae2-4d54-bffa-6ac1007cfe41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221490 ms
Total Talk Time (AGENT): 135313 ms
Total Talk Time (CUSTOMER): 63013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/701b72c6-8ae2-4d54-bffa-6ac1007cfe41_20250103T21:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] Good, thank you. Could you give me an email to submit um an explanation of benefits, please?
[AGENT][NEUTRAL] You're needing, OK, so.
[AGENT][NEUTRAL] You're trying to send in an explanation of benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, we can't accept that via email. It would either have to be mailed faxed or are you the insured or are you calling from a provider's office?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What was the last one that you said, mailed, faxed or what?
[AGENT][NEUTRAL] Are you, are you the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] The insurance.
[AGENT][NEUTRAL] OK, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] And do you spell that?
[AGENT][NEUTRAL] And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 02502651
[AGENT][NEUTRAL] OK, thank you. Give me a moment to get your information pulled up and then I will need to verify some things with you first for security.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And also any information that I provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. So if you could first please verify, excuse me, if you could first please verify the primary insured's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] And I'm sorry, if you said the primary insured's name, I didn't hear that. It sounded like our call kind of cut out. Who is the primary policy holder?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. A phone number that we would have on file for Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then the email that we have on file and this does appear to be your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. So, um, for the submitting the explanation of benefits to [PII], you, since you all are set up on the online service center portal, you can upload it into the portal directly.
[AGENT][NEUTRAL] Or you can fax it or mail it, but we can't accept any types of claims information via email.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, let me see if I can figure out the portal then thank you.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, and now I can I can email the user guide in addition to giving the instructions for how to set up the profile. It does also explain about uploading documents for review. So if you would like me and you can also add in direct deposit information, I will be happy to send that to you in just a moment if you would like.
[CUSTOMER][NEUTRAL] Um, I think I don't need it. I think I, I think I may have, and so I think I should be able to get it. It's just been a while.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK. Well, if you need any, um, if you need any help or have any other questions, just give us a call back and we'll be glad to help you.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. And can I help you with anything else?
[CUSTOMER][POSITIVE] That was all, ma'am. Thanks so much.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.