AccountId: 011433970860
ContactId: 985dc33f-87e6-491a-838f-051a9b1232c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458489 ms
Total Talk Time (AGENT): 184759 ms
Total Talk Time (CUSTOMER): 221083 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/985dc33f-87e6-491a-838f-051a9b1232c8_20250606T14:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I was needing to file a new claim, and I went online, but it says it's asking me for, um, and I don't know what to put in that.
[AGENT][NEUTRAL] OK, let's see what we can do. And Miss, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have that. Let me see case number policy number.
[CUSTOMER][NEUTRAL] Mm, I see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On my paperwork.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have my date of birth and all that, will that work?
[AGENT][NEUTRAL] Um, I can do a name search.
[CUSTOMER][NEUTRAL] Oh hold on, maybe.
[CUSTOMER][NEUTRAL] Hold on, OK, OK, my policy number 02393842.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Address [PII] [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you broke up a little. OK, and may I have the email address on file?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And OK, so you have tried to create your account again?
[CUSTOMER][NEUTRAL] Yes, because it's a new claim. I had surgery again.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK, um, we have reset the online service center and everybody needs to create their account again. Have you tried to create your account again or you're just trying to go into the old one?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, I didn't try to go on the old one. I was trying to, let me see what I did. I can tell you, let me go back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me see if I can find it here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm, what was that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You go here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh no, wrong one.
[CUSTOMER][NEUTRAL] SCC there it is.
[CUSTOMER][NEUTRAL] Um, I just went to the dashboard and it says start your claim, so do I need to redo an account?
[AGENT][NEUTRAL] If you're in dashboard and what you're looking at is um the new because the dashboard is the new system so um if you go to let's see.
[AGENT][NEUTRAL] Mhm, OK, so you go to my
[AGENT][NEUTRAL] Details and then you're gonna see on the side a little box with the green button that says start your claim.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Hold on, start your client now needed to.
[AGENT][NEUTRAL] Uh-huh, you can.
[CUSTOMER][NEUTRAL] You need to file a wellness or traditional claim, start your claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Click that claim and select claim type traditional claim because it's not a wellness claim.
[AGENT][NEUTRAL] Hm yeah click on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] I did that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Next step.
[CUSTOMER][NEUTRAL] What we're needing um you will need all these documents, OK, next step.
[CUSTOMER][NEUTRAL] I select it says climate climate details and the information about the.
[CUSTOMER][NEUTRAL] OK, select
[CUSTOMER][NEUTRAL] Is it climate? Climate? What does that mean? I mean, what?
[AGENT][NEUTRAL] Claimant, claimant, the one that says submitting the claim. Who's the claimant? who's gonna get the claim.
[AGENT][NEUTRAL] So basically if the claim is for you claimant.
[CUSTOMER][NEUTRAL] OK, so like.
[CUSTOMER][NEUTRAL] I put my name.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] But my name in that area? [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, uh, top is not listed because next step.
[CUSTOMER][NEUTRAL] Hey, it's showing in red when I put my name.
[AGENT][NEUTRAL] Do you have a drop down box or you don't see anything that she chose to pick up?
[CUSTOMER][NEUTRAL] No, mm mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, it says climate claimant or coverage type not listed.
[CUSTOMER][NEUTRAL] So do I need to put what
[CUSTOMER][NEUTRAL] I need to put cancer or?
[AGENT][NEUTRAL] Mm mm. No, it will be your name. Um, did you put both at least?
[CUSTOMER][NEUTRAL] Hold on, oh, it's [PII]
[AGENT][NEUTRAL] OK, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] it now I've got Dropbox. It's a select coverage policy type.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, it's got all these little boxes.
[AGENT][NEUTRAL] Mhm. So.
[CUSTOMER][NEUTRAL] It has these numbers.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] The most recent one you have opened um with us is the one ending on 1898.
[AGENT][NEUTRAL] What is the date of service, so we can put it on the right one?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, so yes, it's gonna be the one ending on [PII].
[CUSTOMER][NEUTRAL] 1898.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] OK, upload files, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Profiles here, OK, because I had, uh, Baylor Surgical Center send me um my itemized statement and then I have my pathology report from my doctor.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I just haven't done it yet and I went, I need to claim that it's been a while, but you know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah it's fine as long as you send it in, yeah.
[CUSTOMER][NEUTRAL] I pay for it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, we don't have timely filing limits. No, no, no, we don't have timely filing limits. You can always submit the claim.
[CUSTOMER][NEUTRAL] I said, well, maybe it's too late.
[CUSTOMER][NEUTRAL] OK, I was just make sure I had all my billing in and then when I called they they just sent me an itemized statement. So but if there's anything else you'll need from me you can contact me I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, once it's processed, it, yeah, it usually takes 7 to 10 business days for it to process. So once um the examiner reviews the documents and check and see if we got everything we need, that's when we determine if we need more documents and we'll go ahead and send you uh by mail indicating if we need more documents. Now since you have the online service center, if you have registered for texting.
[CUSTOMER][NEUTRAL] Uh let me see next.
[AGENT][NEUTRAL] Uh, they will send you a message once we review that claim, and you can just go in and see what, um, and see what's needed if we need anything else, OK?
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][POSITIVE] OK, all right, well thank you for helping me.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Miss? OK.
[CUSTOMER][POSITIVE] I think I got it now. I think no, it's just telling me to upload my files, so that's what I'm gonna do. I got this two things I think I got it from here.
[AGENT][POSITIVE] OK, that's great.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, you have a good day and good weekend, Miss Here. You're welcome. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you. You too. You too. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Yeah