AccountId: 011433970860
ContactId: 76c00227-8666-4a67-ac3e-17a939af0ff8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355570 ms
Total Talk Time (AGENT): 200121 ms
Total Talk Time (CUSTOMER): 89131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/76c00227-8666-4a67-ac3e-17a939af0ff8_20250606T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I uh emailed my papers in yesterday for my wellness, uh.
[CUSTOMER][NEUTRAL] Benefit. And I was trying to see if you could tell me if you, if they, those papers came through OK.
[AGENT][NEUTRAL] OK, so you uploaded them to your portal, Ms. [PII], for your wellness claim or you faxed them? We can't receive claims information via email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, my daughter.
[AGENT][NEUTRAL] Did you say you had emailed them?
[CUSTOMER][NEUTRAL] Well, my daughter took a picture and sent them to you. Can she do that?
[AGENT][NEUTRAL] Uh, she cannot email it. If she sent a picture and emailed it, no, ma'am, we can't accept claims due to security.
[CUSTOMER][NEUTRAL] No, no, she took, she took a picture from my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Miss [PII], what I need to do is I'll need to pull up your policy information first to verify some things with you for security, and then I can help you from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what is a good callback number for you first off?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] It's 84,290.
[AGENT][NEUTRAL] OK, thank you one moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will have to verify several things with you first for security and then also any information that's provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] Uh huh correct.
[AGENT][POSITIVE] Thank you. Last and then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. So just give me a couple of moments, please.
[AGENT][NEUTRAL] OK, that's fine, so I do see that we did receive some information that's in line for you. It looks like there were two separate things submitted yesterday now and they are in line for review. Now I'm going to, I have just emailed you a user guide for our portal called the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is because really we're not supposed to receive claims information through email due to security, OK? So this user guide explains how to set up the portal and then be able to upload information in there. Now if you choose to, you know, have your daughter set it up for you, that is fine if you, you know, that would be up to you if you could verify the last four of your social for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, so when the portal is set up, obviously it would be all of your information that would need to be used to set that up.
[AGENT][NEUTRAL] And then, um, again that will give you access to the claims that have been filed with us and the status and you can pull up your explanation of benefits there also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that email that I have sent to you is going to come from care team.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I did put in the subject line [PII] so that you can recognize that is not being junk or spam mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you haven't, if you check your email and you don't see that in your regular inbox, Ms. [PII], you might want to check one of the, either the junk or the spam folder if we've never emailed you before to see if it possibly went there.
[CUSTOMER][NEUTRAL] OK, well, she sent me a copy of the uh form, new form to be filled out and I got it OK yesterday via my email because I had called about this old form and that's when she told me about the new form that I hadn't even heard anything about, and she sent me that form, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, good. Oh good.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] I, I don't think I'm probably won't have any problems.
[AGENT][NEGATIVE] OK, but again it's just when you return the form you should not return it via email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I understand that.
[AGENT][NEUTRAL] OK. Well, is there, is there anything else that I could help you with at the moment?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your time. Thank you.
[AGENT][POSITIVE] Absolutely. Yes, ma'am. You're very welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Sure. And you do the same. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.