AccountId: 011433970860
ContactId: 9961ae17-85b8-4881-9ec5-164fdcec1104
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358040 ms
Total Talk Time (AGENT): 177658 ms
Total Talk Time (CUSTOMER): 174605 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9961ae17-85b8-4881-9ec5-164fdcec1104_20250218T15:29_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I just had a question. I was, um, had been mailing in a couple forms for a reimbursement for a claim.
[CUSTOMER][NEUTRAL] And then I got a letter back, you know, saying that I needed, you know, the more detailed um form from, you know, from the doctor that has all the codes and stuff on it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, so I have that. So my question is I have those papers like to mail into you, but how should I do it so that like do I need to refill out another form? Do I just like write just the actual claim number like on those sheets and then you guys will know like exactly where it goes.
[AGENT][NEUTRAL] OK, so you we were needing some additional information on some claims that we were viewing for you and you're wanting to know how to now submit that to us?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, yes, the additional information, yes.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you. First off though, I'll need to pull up your policy information and verify some things with you for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you and Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, yeah, [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] The policy number is 024899972.
[AGENT][POSITIVE] OK, thank you. So give me one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII], so first off, um, I, as I stated before, I would need to verify several pieces of information with you first for security and also any information Miss [PII] and I provide for you would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Is at [PII].
[AGENT][NEUTRAL] Mhm. And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number we should have, is that correct? Thank you. And lastly your email address please?
[CUSTOMER][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] My what's that?
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Oh email oh [PII] I believe. I don't know if you I think you guys have the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. All right. Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Or either iCloud or or [PII]. I'm not sure which one I gave you.
[AGENT][NEUTRAL] Yes, ma'am, we do have your iCloud on file. OK.
[CUSTOMER][NEUTRAL] The iCloud, OK.
[AGENT][NEUTRAL] OK, and are you calling on claim 355-0626?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so Ms. [PII], did you ever set up your profile in our portal here at APL?
[CUSTOMER][NEUTRAL] Um, I, you know what, I, I think I did, you know, to tell you the truth, I only had you guys for about 3 months, so truthfully I don't think, I don't think that I did.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can check that right quick yeah uh let me check that for you right quick because if you did set that up you could actually upload that information.
[CUSTOMER][NEUTRAL] You would
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But if you had not set it up, then you can fax that to us. So give me just one because now that your policy is not, you know, in an active status, you wouldn't be able to set up your profile now. No, ma'am, you never did. OK, so you can fax it to our secured fax line and I'll be happy to give you that number.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me just get this. Alright, I got it. Alrighty, so this is a fact, OK, and that number is?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. 1877365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 365, yeah.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3 8773659423.
[AGENT][NEUTRAL] Yes, ma'am. Attention claims.
[CUSTOMER][NEUTRAL] Pension claims, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you can reference um if you want to you can write that claim number on there.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] If you would like.
[AGENT][POSITIVE] That would be fine. Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, I, I'll definitely do that, yeah, just so they know.
[AGENT][NEUTRAL] Yes, ma'am. And make sure to include your policy number also, Ms. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright and policy number.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Alrighty, so that attention claims we'll put the claim and policy number alright, um.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, because I had 2 that this is for I had 2 kind of 22 and 1, so yeah, this is half of it. So right, I'll send that and when then and I get the remaining uh.
[CUSTOMER][NEUTRAL] Medical, you know, the records that I need, I'll, uh, the same thing. I'll fax them to that.
[AGENT][NEUTRAL] OK. Yes, ma'am. That is our secured fax line.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, well thank you so much that uh that makes things much easier uh um yeah, wonderful. I'll get I'll get on that. I'll see where I can fax it and I'll get that done.
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][NEUTRAL] OK. Well, is there anything else, Ms. [PII], I can help you with this morning?
[CUSTOMER][POSITIVE] No, no, that was it thank you so much.
[AGENT][POSITIVE] You are certainly very welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.