AccountId: 011433970860
ContactId: 95b2b07d-0085-49ec-9204-084bab52e6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443459 ms
Total Talk Time (AGENT): 192879 ms
Total Talk Time (CUSTOMER): 161809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/95b2b07d-0085-49ec-9204-084bab52e6e6_20250624T16:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I was calling to check on the status of a claim, please.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh huh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 013.
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] 480
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And for security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was the last thing, uh.
[AGENT][NEUTRAL] The email
[CUSTOMER][NEUTRAL] Say that again. 079 62?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's see. Let me look at the most recent claim and see what happened to it. Um, it looks like they already worked on it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the reason I was calling is I actually called about a week ago because um this is the first claim that I filed since the system has been changed and I went in to check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I first put in this most recent claim and I was getting a undefined unrecognizable error on the claim that I submitted and I wasn't sure what that meant so I called and I spoke to a representative just like I'm speaking to you today and she went in and she um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] She said well I see that it's here but she said I can't read it and I said well I have I still have it right here the PDF can I send it again? And she said yes send it again and I'll check it and so I sent it again and she checked it and she said yes I can see all the pages just fine but then I, I received something in the mail and maybe what I got in the mail is in regard to the first thing and maybe there's just sort of a time lag that way I'm not sure.
[CUSTOMER][NEGATIVE] But what I got in the mail says um claim information received but unable to process as it could not be read.
[CUSTOMER][NEUTRAL] And so I just wanted to make sure that um that they have the latest copy of the claim that can be read because someone um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] At ATL confirmed they they opened it up and they looked at it and they said yes we can see all I think there's either 7 pages or 10 pages and they said yes we can see all of the pages.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Usually when you call you call and speak to somebody in the care team. Care team can open documents or can see just the documents, but the person who process the claim is the one that decides, oh this is clear to me or this is not clear to me because that's the person that's gonna go over all the coding, all the information, and they're the ones that needs to.
[AGENT][NEUTRAL] Make the determination on how it's going to be paid. So, um, based on what the person who processed the claim is saying that she was not able to see the information clearly, I do see the two submissions that she put the same information on both submissions because she was not able to read that information and this is the person who processed the claim.
[AGENT][NEUTRAL] Well she's the one that's gonna pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you help me then because I'm not sure what else to do because I do know and I do understand what you're saying those are two different people, um, but they're both employed by APL and the one last time opened it up and and read all all the pages of it and said they could read it um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Again we can view the documents like I can right now open the documents, but I'm not gonna go over each detail because that's not what we do in this department we don't process claims so we can look at the documents and say, oh yeah, I can read it, but when it comes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the person who's gonna process the claim, and she's looking for certain information on those documents and if she's not able to see that information that she's looking for in the documents, she's gonna say that it's not legible or that she cannot read it or she didn't find the information that she was looking for. So basically I can tell you, oh yeah, I see the 7 pages and yeah they look clear to me.
[AGENT][NEUTRAL] But once they go to the claim department and she's looking for a specific information we're not looking for a specific information we're just seeing what you send in which is a little bit different, um.
[AGENT][NEUTRAL] I can go ahead and and open the last documents you send in but um I will have to check with her and see if uh if she can read it because she's the one who's gonna process that claim, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Let me read copy of the pet report.
[AGENT][NEGATIVE] Page 6 and 8. OK, so she's saying that page 6 and 8 are not legible.
[AGENT][NEUTRAL] Um, let's see, let me go, oh yes, they're definitely not legible.
[AGENT][NEUTRAL] Um, let me look at the other batch.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK and let me look at page 6 and 8 again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, they're they're not legible in neither of them.
[AGENT][NEGATIVE] You cannot make out what it says on those two and she's looking at pages 6 to 8, so basically the last pages that you send in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the first pages are OK, 6 to 8 is not legible.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] I'll try to see if I can get a copy of that again then all right thank you for your clarification.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.