AccountId: 011433970860
ContactId: 77a7590c-c2c4-4278-85c2-1f45051b71f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300260 ms
Total Talk Time (AGENT): 89622 ms
Total Talk Time (CUSTOMER): 164221 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/77a7590c-c2c4-4278-85c2-1f45051b71f6_20250603T17:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes. Hi, [PII]. Good afternoon. My name is [PII] and I had filed a claim for um
[CUSTOMER][NEUTRAL] Gap insurance and I was supposed to submit additional information but um I lost access to the portal so I wanted to see how I can submit the additional documents.
[AGENT][POSITIVE] OK, I'll be happy to assist. Um, may I have your policy number please?
[CUSTOMER][NEUTRAL] Um, let me see if I have that. Give me one second. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it was that.
[CUSTOMER][NEUTRAL] So, group number.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 15821
[CUSTOMER][NEUTRAL] And then I have an inhospital benefit certificate number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'll take that.
[CUSTOMER][NEUTRAL] OK. 02607944.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Alright, and if you can please verify your date of birth and mailing address or email address, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, [PII] and my email address, I don't know which one is registered, but [PII].
[AGENT][NEUTRAL] Um, this might be a work email.
[CUSTOMER][NEUTRAL] So just put the trees on my top of it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I told her, but she like not.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] OK, yeah, so, um, it does show that the policy lapsed so the online service center won't work. um I can give you a fax number, other than that, it would have to be mailed in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, she's like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So you don't have an email?
[AGENT][NEUTRAL] No, they don't accept the um claims by email.
[CUSTOMER][POSITIVE] OK. So give me, if you can give me both, that'll be great.
[AGENT][NEUTRAL] Alright, fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] And that mailing address, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And then can you just help me, um, I believe the claim was for $350 if I'm not mistaken, what documents were missing.
[AGENT][NEUTRAL] So we need the diagnosis and the diagnosis code and the explanation of benefits from your primary insurance for that data service.
[CUSTOMER][NEUTRAL] Diagnosis code and explanation of benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] From the insurance at that moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if they need to send this directly, can they do that?
[CUSTOMER][NEUTRAL] The insurance company and the
[AGENT][NEUTRAL] Of course. Well.
[CUSTOMER][NEUTRAL] Medical provider. Mhm.
[AGENT][NEUTRAL] Um, I don't think the insurance company will send it, but the provider can file.
[CUSTOMER][NEUTRAL] OK. And then do they have a like a
[CUSTOMER][NEUTRAL] Different way to send it or with the fax?
[CUSTOMER][NEUTRAL] But they don't
[AGENT][NEUTRAL] Um, no, they, they have a way to, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So it's pink purple.
[AGENT][NEUTRAL] They have a way to file electronically or they can fax or mail it in whatever however their system of sending claims is I don't I don't know what their particular way is but it's different for providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And then what is the number that they should and closest for us? Is it this group number, the hospital benefit number?
[AGENT][NEUTRAL] The benefit number.
[CUSTOMER][NEUTRAL] What should I give him?
[CUSTOMER][NEUTRAL] The benefit number. OK, so they need to refer to that. OK, sounds good. I'll ask them to um submit it electronically then. Thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Mhm bye bye.