AccountId: 011433970860
ContactId: 9829b717-0ac5-43f6-bc03-c2477b4dd6c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157740 ms
Total Talk Time (AGENT): 48092 ms
Total Talk Time (CUSTOMER): 98039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9829b717-0ac5-43f6-bc03-c2477b4dd6c2_20250611T19:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I have an insured on the line and somebody, um, from the midlink you transferred her to me.
[CUSTOMER][NEUTRAL] But I have a question back now, but um she was having trouble logging into the online service center and she's in there now and she said that she had submitted a claim and she got a letter from us saying that we needed the EOB from her primary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she got that today and she went out there and she's gonna upload it but it does not say that the claim is open it says that it's already been processed, so I didn't know what to tell her um of how to upload her EOB.
[AGENT][NEUTRAL] OK. Is she able to log into um her policy?
[CUSTOMER][NEUTRAL] For that.
[CUSTOMER][NEUTRAL] Uh, yes, yes.
[AGENT][NEUTRAL] OK, because we have a new system and um everyone had to recreate their account, so if she haven't done that yet, she would need to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, she did, and uh yes, and I showed her how to get to her claims and she said the only thing she sees says process, so there's no way to add, you know, her EOB to it.
[AGENT][NEUTRAL] Oh, she's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, what she would need to do is uh resubmit a, a different claim. And uh if she, if she has the claim number for the claim that's already processed, make sure that she referenced that claim and we'll know to attach all the information together and pay it all under one claim.
[CUSTOMER][NEUTRAL] OK, so she doesn't need to like.
[CUSTOMER][NEUTRAL] Submit a new form or or whatever.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Just upload that? OK, OK, alright, I'll tell her that.
[AGENT][NEUTRAL] Yeah, make sure that she referenced the claim number.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, let me, I think I have a question. I'm just looking through these notes, you know, um, of that stuff. So on there where it says.
[CUSTOMER][NEUTRAL] Does she need to click start your claim to upload that EOB?
[AGENT][POSITIVE] Yes, you do.
[CUSTOMER][POSITIVE] OK, OK, got you. OK, yes, I will let her know. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it. I think that's it.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Mm, thank you.