AccountId: 011433970860
ContactId: 80dd5684-6db5-4ef7-87da-04eb25d156f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558640 ms
Total Talk Time (AGENT): 149230 ms
Total Talk Time (CUSTOMER): 302296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/80dd5684-6db5-4ef7-87da-04eb25d156f5_20250613T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm calling because I saw some claims through your website about a week ago, and they come, they come out under like the new um website that you guys changed, but it says pending, it doesn't say my name, it doesn't say anything else like, so I don't know if it's.
[CUSTOMER][NEUTRAL] That the system didn't take them correctly, or is it supposed to be like that? Because before I used to
[CUSTOMER][NEGATIVE] When used to file it with the other system, it used to at least give you like a confirmation number and you could see it, the upload, but this doesn't show you anything. It just says pending insured it says undefined, no confirmation number. It just says date received [PII].
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 5024
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email well, we don't have an email address. Do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Uh, sure, um, OK, my address is [PII].
[CUSTOMER][NEUTRAL] And um the email is [PII].
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll have that added to the system. Thank you, Ms. [PII], and you were wondering about the online service center?
[CUSTOMER][NEGATIVE] I guess, because like I said, I filed two claims last Friday or the [PII], whenever the [PII] was so last Thursday, but in the, in the portal that you, you know, the online portal, um, it shows like no claim number has been assigned, my name doesn't come out. I don't, there's no confirmation number, there's nothing so I my question is, do I do this again? Is there a glitch?
[AGENT][NEUTRAL] OK, um, try re-registering and see if that works for you because they're telling a lot of people they have to re-register since the new online service center has came out.
[CUSTOMER][NEUTRAL] But I did re-register.
[AGENT][NEUTRAL] Oh, you did re-register?
[CUSTOMER][NEGATIVE] I did reregister and it's like a new it's it's like a new portal obviously like a new website that you do it things changed a little bit here um I had to put a new password so on and so forth, but I submitted the claim through the way it says start a claim so I, I submitted it through there but I did this on Thursday of last week and it still shows up pending there's no name, no confirmation number, nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, I see where we processed them. We're asking for a diagnosis code.
[CUSTOMER][NEUTRAL] But we, I did provide the diagnosis so.
[AGENT][NEUTRAL] Let me pull the claim up and see what we have.
[CUSTOMER][NEGATIVE] Look, you see, like I can't even see that. I can't even see that online.
[CUSTOMER][NEUTRAL] Like usually, like before with the other um
[CUSTOMER][NEUTRAL] The other um.
[CUSTOMER][NEUTRAL] Website, you could see the, the um
[CUSTOMER][NEUTRAL] Like the comments, but you can't even, you can't even see that in the, in the, in this new website that they, I mean like the other website was so much friendlier. I don't know, you know, like they, they changed stuff for no reason, because they make things harder than what it is. Um, so the diagnosis code that I put on the paperwork is the diagnosis code that was on the MRI.
[AGENT][NEUTRAL] OK, hold on just a moment, let me pull up that claim.
[AGENT][NEUTRAL] Did you handwrite it on the piece of paper?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, yes ma'am. We can't take those any longer.
[CUSTOMER][NEUTRAL] So what do I have to do?
[AGENT][NEUTRAL] You have to get something from the doctor that has it on their piece of paper like notes, um.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] itemized bill that has the diagnosis code.
[CUSTOMER][NEUTRAL] So like a copy of the, of the script of the diagnosis with the script of the, uh, cause I kept a copy of that. A copy of the script of the MRI.
[AGENT][NEUTRAL] Right. If it has the diagnosis code, yes.
[CUSTOMER][NEUTRAL] That says the diagnosis code?
[AGENT][NEUTRAL] But anything hand.
[CUSTOMER][NEUTRAL] OK, but when was when was APL gonna tell me this because I, I this is the 3rd phone call I give in the last week in reference to this issue, and you're the first person that tells me this.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We processed it on the [PII], so you should be getting something in the mail this week.
[CUSTOMER][NEUTRAL] Cause I called like
[AGENT][NEUTRAL] Because it was sent out on the [PII].
[CUSTOMER][NEUTRAL] OK, so my question is, I have a copy of the, the MRR, the MIR this is MR MRI script, which is a script that I submitted to the stand up MRI. I kept a copy, and there it says the diagnosis code. Is that enough proof of the diagnosis code or do I need to?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. It is.
[AGENT][NEUTRAL] Anything that has the diagnosis on it that came from the doctor. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so should I just.
[CUSTOMER][NEUTRAL] OK, so I'm going to, so what, what I should do I should just resubmit the claim with that?
[AGENT][NEUTRAL] Uh, yes, ma'am, with the diagnosis code on it. You don't have to re resubmit everything. You can just resubmit that sheet.
[AGENT][NEUTRAL] It has the diagnosis code on it.
[CUSTOMER][MIXED] OK, but you see like online I can't see um.
[CUSTOMER][NEUTRAL] Like I can't see anything, so I would have to submit the whole thing again, right?
[CUSTOMER][NEUTRAL] Because it's not like, like, I don't even have a
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Because we have the claim that all we need is that one diagnosis code.
[CUSTOMER][NEUTRAL] But let's uh my question is now I go get this. I, I have it in my car. I go upload it now to the system. How is that going to be attached to my paperwork is my question.
[AGENT][NEUTRAL] When the claim comes in we'll see what we asked for and and we'll attach it to that claim that you already sent in.
[CUSTOMER][NEUTRAL] But I need then the paperwork that you're sending me by mail.
[AGENT][NEUTRAL] No, you don't need anything. All we need is that paper that has the diagnosis code on it.
[CUSTOMER][NEUTRAL] OK, and this is moving forward for every single doctor because before I, before I was just able to write in the diagnosis code and I was able to, it, it would process. I mean, I've had gap, this gap insurance with American Public Life for over 8 years and it's always been like that. So now it needs to be a form uh a paper from the actual doctor.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, mhm, we can't take anything written anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me get that information and forward it to you guys.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] And I'll check on that website for you. I'll ask, would you like me to call you back?
[CUSTOMER][NEGATIVE] Sure, because like I said, the claim, the claim, the claim says the only thing it says is date received [PII], but nothing else. You can't see anything else on the claim. It doesn't my name doesn't show up. There's no confirmation number. There's nothing status says uploaded, um, there's nothing else. It looks like if it's lingering in the air.
[AGENT][POSITIVE] OK, I'll check on it and give you a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.