AccountId: 011433970860
ContactId: 8b654a1c-3789-453d-a6fd-ef7bdc15411a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248979 ms
Total Talk Time (AGENT): 112493 ms
Total Talk Time (CUSTOMER): 90559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8b654a1c-3789-453d-a6fd-ef7bdc15411a_20250520T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I need some help so I had to go to the emergency room in November of last year and I've been submitting all of my gap bills to [PII] thinking that was my provider, only to find out that APL was actually the gap insurance on the date of service.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with filing your claim um because there's no timely filing limit.
[AGENT][NEUTRAL] Um, first, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And I don't have my group number or anything, but I could give you my social. Oh, you wanted my phone number. I'm sorry, um, I'll give you my cell phone [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, ma'am, thank you. And now I'll take your social to look up your policy.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thanks for your patience. Um, please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thanks, [PII]. I found you in our system. And um I'm showing the effective date on your GAP policy was [PII] and it expired on [PII]. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does the date of service on your claim?
[AGENT][NEUTRAL] align with those dates.
[CUSTOMER][NEUTRAL] [PII], yes, just.
[AGENT][NEUTRAL] OK. Yes, ma'am. So what we'll need is the explanation of benefits from your primary insurance company. Um, and we'll, we'll need documentation from your provider's office with your diagnosis code on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have that
[AGENT][NEUTRAL] OK. And so that, OK, so that's all the documentation will need. You can either fax it to us or mail it to us. Um, you can no longer file the claim online since the policy has expired.
[CUSTOMER][NEUTRAL] I have that
[CUSTOMER][NEUTRAL] OK, so what fax number do I use?
[AGENT][NEUTRAL] Um, the fax number.
[CUSTOMER][NEUTRAL] And is there a form I'm supposed to fill out?
[AGENT][NEUTRAL] Um, no, ma'am. You don't need the form. I can give you the policy number, just make sure that you reference your policy number.
[CUSTOMER][NEUTRAL] Policy number, can you give that to me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Your policy number is 0254394.
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 43949.
[CUSTOMER][NEUTRAL] Can I read that back to you, hon?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02543949
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then what's your fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you um reference your policy number, make sure that you also attention it to the claims department.
[CUSTOMER][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] Very good I really appreciate your help this morning.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it but thank you.
[AGENT][POSITIVE] I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Yes, and have a
[CUSTOMER][POSITIVE] You too hon take care bye bye.