AccountId: 011433970860
ContactId: 8e35ecac-e6fe-46b2-b7cc-b9c12d7a38f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303320 ms
Total Talk Time (AGENT): 156399 ms
Total Talk Time (CUSTOMER): 107142 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/8e35ecac-e6fe-46b2-b7cc-b9c12d7a38f6_20250318T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is, uh, [PII]. Um, I was calling about a claim, um, when I was in the hospital. I was told to upload a, I think it's called a UUB04 form or US 04. I can't.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, yeah, so I, I, uh, uploaded it. I just.
[AGENT][POSITIVE] Good job.
[CUSTOMER][NEUTRAL] I just wanted to make sure that y'all received it.
[AGENT][POSITIVE] It would be my pleasure to check to see if we received that UBO4, and I'm highly impressed that you remembered what it was called, so.
[AGENT][NEUTRAL] I don't know if I could do that if I didn't know what else I could, you know, if I didn't know insurance, I'd be like, some kind of form you wanted.
[AGENT][NEUTRAL] I can check that for you. Do, do you, do you have your policy number available?
[CUSTOMER][NEUTRAL] Yeah you go follow.
[CUSTOMER][NEUTRAL] Uh, let's see, I think I'm still logged in. It might.
[AGENT][NEUTRAL] And I need a callback number just in case we get disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's not showing my policy. Oh yeah, it is. OK, so it will be 256-620-2.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, thank you. And can you verify your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] It's [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then finally, if you don't mind, can you verify your Gmail address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. I appreciate that verification. And I am showing that we did receive a document today, just pulling it up. Let's make sure it's that UBO4.
[AGENT][NEUTRAL] And this document is in line to be processed.
[AGENT][NEUTRAL] And come on computer.
[AGENT][NEUTRAL] Just getting it pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now, now, Mr. [PII], that is a really good looking UBO4. You did good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I just want to make sure cause that's my first time doing that.
[AGENT][POSITIVE] Well, you did good.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You get an A for the day.
[AGENT][NEUTRAL] Uh, we do, and we do have that. It is in line to be processed. Now I do see you have that active uh portal account. Did you sign up for text messaging?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm not sure. I think I have, yeah, because I, I received some message every time I go to try to log in or when a claim is done.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, OK, good. So once you receive that, uh, text messaging for claim process, you know, it could take up to 48 hours to view online, but you can always click on the claim number.
[AGENT][NEUTRAL] And your claim decision.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with now? I do not see that your direct deposit is active. That's also an option if you want to on that portal, there's an option for how would uh update your payment information if you would prefer benefits to go directly to your bank, that's an option for you as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I thought I had it set up. I have to go back through there and do it again then.
[CUSTOMER][NEUTRAL] Yeah, I thought I did it already on one time. I guess it didn't go, so I'll just do it again then.
[AGENT][NEGATIVE] Yeah, I don't see that it's been activated.
[AGENT][NEGATIVE] So at this point, I don't see that it has been activated. It is not activated.
[CUSTOMER][NEUTRAL] OK, so it is activated?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll go back through and do it again.
[AGENT][POSITIVE] Yeah, it's a lot quicker than waiting on a check to come by mail cause you never know with the mail.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] It can go to [PII] before it gets to you from [PII] to [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] We definitely don't need to go there first.
[AGENT][NEUTRAL] I know. So you need the money now.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand that for sure.
[CUSTOMER][NEUTRAL] It just be.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that would be it.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you today and if you need anything else, Mr. [PII], you don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] OK, and I appreciate your help.
[AGENT][POSITIVE] I appreciate you as well. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Alright, you do do the same have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.