AccountId: 011433970860
ContactId: 8a6e77c2-f56f-4ef3-999b-05eaa9126720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459970 ms
Total Talk Time (AGENT): 166140 ms
Total Talk Time (CUSTOMER): 198579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8a6e77c2-f56f-4ef3-999b-05eaa9126720_20250523T16:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I just filed a claim online and usually it asks questions but it did not ask me anything so I, I, uh, downloaded and uploaded all the files pertaining to the accident. Was there I just wanted to see if somebody can look and see if there's something else I needed to do.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's 973-044.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I also have a confirmation number if you need that.
[AGENT][NEUTRAL] Give me one moment. Uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, um, date of birth [PII], and if my address has been updated, it is [PII].
[AGENT][NEUTRAL] OK. And that is the address we have. And your email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And let me see if there, let me pull up this claim. Usually it takes a while for us to see claims if it's been submitted through the OS online service center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEGATIVE] One that my computer is running a little slow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I don't see it yet. I can't view it.
[AGENT][NEUTRAL] I do show a confirmation number. I just can't view the claim at this moment, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there were no questions asked. Is, is that typically it just says accident policy and then I uploaded my EOBs and the um bills from that? Is that all I have to do?
[CUSTOMER][NEUTRAL] Or is there something else I would have needed to fill out?
[AGENT][NEUTRAL] Uh, the claim form. Did you fill that out and submit it to us?
[CUSTOMER][NEUTRAL] Mm mm, there I didn't, I didn't see when I brought it up. It just um.
[CUSTOMER][NEUTRAL] I clicked on it and it just said is this accident policy and I put check accident policy and then it said to upload the forms and it told me to update my uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Direct deposit I did that but there were no it wasn't a form that I completed it didn't pop up a form.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] And that's what I want to make sure of.
[AGENT][NEUTRAL] It will be on a separate um on our website at [PII]. Um, the claim form wouldn't pop up as far as um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well you know it's needed, it would just
[AGENT][NEUTRAL] But you know, um, to submit, but, um,
[CUSTOMER][NEUTRAL] Mm that didn't come up when I was processing the claim.
[CUSTOMER][NEUTRAL] So I guess I can add to this where I've uploaded the forms.
[AGENT][NEUTRAL] No, it will have to be a separate upload because once claims have been received, um, we don't have that feature uh to where you can upload additional documents to something that's already been received. It would have to be like a separate, but when the examiners process the claim, they will process it all together.
[CUSTOMER][NEUTRAL] OK, because I went to claims and forms and it said file online so I did that. Let me go back through and then I saw something on there.
[CUSTOMER][NEUTRAL] It says my claims um.
[CUSTOMER][NEUTRAL] OK, but it also has need to file a wellness claim. What what is.
[CUSTOMER][NEUTRAL] So is there something through the accident policy a wellness claim that you get reimbursed for or?
[AGENT][NEUTRAL] Uh, no, ma'am, not with your plan. Some of our poli uh insurance have cancer policies that have like, uh, wellness writers and so that's a way for to file wellness claims instead of filling out the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you, so you feel like at this point I just need to wait for it to process and then they'll send me the form that I need to complete?
[AGENT][NEUTRAL] Um, or they'll let you know exactly what is needed. If additional information is needed, they will send out an explanation of benefits stating that, but typically when filing a claim along with the billing, we will need the claim form.
[CUSTOMER][NEUTRAL] OK, well, I've gone back in and I don't, I don't see.
[CUSTOMER][NEUTRAL] Uh, I mean, I
[AGENT][NEUTRAL] Uh, the, if you go to the website at [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Under claims and forms, it should say accident claim form.
[CUSTOMER][NEUTRAL] Mhm, that's where I'm at.
[CUSTOMER][NEUTRAL] I did that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah download accident claim form, OK, I see that.
[CUSTOMER][NEUTRAL] OK, so can I fill that out now?
[CUSTOMER][NEUTRAL] So, uh, I see.
[AGENT][NEUTRAL] I think they have it. It has an auto fill, but um once you kind of fill it out, you would need to save it to your computer and then upload. But um I do believe they have an auto uh fill or you can just type in that information.
[CUSTOMER][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, it is auto fill. I see I didn't see that when I was completing that.
[CUSTOMER][NEUTRAL] So I can just add that I guess.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll complete that and then.
[CUSTOMER][NEGATIVE] Save it and
[CUSTOMER][NEUTRAL] Add that will it let me add it now or you you don't know?
[AGENT][NEUTRAL] No, you have to do it as a separate because uh since we received the claim, uh, it won't let you add on so you have to do it like a new claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No claim and they'll know it's the same.
[AGENT][NEUTRAL] Yes, ma'am. When the examiners process the claim, they'll look for any open claims and if they see that, they'll know to add it on to the previous information they have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well I appreciate your help. Thank you so much you have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], and thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.