AccountId: 011433970860
ContactId: 96f22091-efb6-42f4-930c-26b633567549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359820 ms
Total Talk Time (AGENT): 171019 ms
Total Talk Time (CUSTOMER): 127367 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/96f22091-efb6-42f4-930c-26b633567549_20250515T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I sent a claim in on a mammogram, um, I think I mailed it the [PII]. We've been having trouble with our mail not getting where it needs to go, so basically I'm just calling to check and make sure that y'all received that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I do 626-427.
[AGENT][NEUTRAL] One moment and I'll help you with that claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And your mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII] and [PII], same number I just gave you [PII].
[AGENT][NEUTRAL] OK, and what about an email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And what was the date of service? Do you know?
[CUSTOMER][NEUTRAL] The um I can look, hang on, do do do do [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It is not looking.
[AGENT][NEUTRAL] Like we received it. Give me 1 2nd.
[AGENT][NEUTRAL] It looks like we didn't receive that claim yet.
[AGENT][NEUTRAL] Um, there might be an easier way since you said you're having trouble with your mail getting places. If you would, um, prefer, you can always go to [PII].
[CUSTOMER][NEUTRAL] OK, uh huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you can create an online account, oh, go ahead.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] I was gonna write that down. So tell me that again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go to [PII].
[CUSTOMER][NEUTRAL] Uh [PII]. OK, so [PII]
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So in in between [PII], you'll want to put a period in between, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Are just
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm. [PII] and when you go in, it goes off of the information that we have on file so when you go in you'll select that you're an individual with a policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We will need your last name and social security number, your zip code and date of birth, as well as the email that you gave me today because that's the email that we have on file.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then you'll create account and then you'll be able to submit your claims online and check the status of those claims as well so that might be a little bit easier for you um and you also get to have your ID card right there if you have any view your policy documents. I mean it's all right there for you, but that might be the way, a way to try it since we're you're having issues with your mail getting there.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right. Uh, my, now I sent the copy that was signed by the doctor, you know, the, the letter that said, we are pleased to inform you of the results. And I kept a copy of it, but it was a two-page one, and his signature was on the 2nd page. And I just wrote the name down on my copy, but I did not save the signed copy. Is that a problem?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, just to be safe, I would go ahead and get a signed copy from him if you are able to. We don't have timely filing, so you can submit this claim, um, as late as you need to because there is no timely filing. So if you are able to get him to or you can even see if your provider, your excuse me, provider will send in this claim, just a couple of different ways to help you out since mailing it hasn't been working.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, all right, well, hm, that means I have to go back and and call them so that's that'll be a pain. OK, thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you could always call them, you could always call them and ask them to mail you, to email you one that might work. It doesn't have to be an official copy. I don't believe. Yeah, so that might that might save you some too or ask them if they can mail it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or again, ask if they can submit the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, OK, but they usually don't submit it for this, so yeah, got you. OK, I will check with them and see what I can come up with thank you.
[AGENT][NEUTRAL] You don't have to.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right, thank you so much. Can, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I hope I can get this done, thanks.
[AGENT][POSITIVE] All right, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] All right, bye.