AccountId: 011433970860
ContactId: 9c1d90de-7dcf-47e6-a42a-dd10abb61bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537479 ms
Total Talk Time (AGENT): 264617 ms
Total Talk Time (CUSTOMER): 171847 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/9c1d90de-7dcf-47e6-a42a-dd10abb61bdb_20250401T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm inquiring about a claim that was submitted.
[AGENT][POSITIVE] Sure, I can check on a claim for you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII].
[AGENT][NEUTRAL] OK, [PII], is this
[AGENT][NEUTRAL] OK, I'm sorry, you're OK. Oh, was this for your individual policy, [PII]? or are you with a provider?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, go right there.
[CUSTOMER][NEUTRAL] No, it's for me mhm.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do, it's 683-555-423.
[AGENT][NEUTRAL] OK, so I believe that's gonna be a member ID, not the policy number um let me see if I can search for you that way, give me just a moment.
[CUSTOMER][NEUTRAL] And then I have
[AGENT][NEUTRAL] Typically I wouldn't be able to, but we'll give it a shot.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Carts
[AGENT][NEUTRAL] OK, I do believe I found you. Uh, [PII], I'm just going to verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. It looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that information, [PII]. So I am not showing that we have received any claims for you um how was this submitted to us?
[CUSTOMER][NEUTRAL] It was by mail and I just got the phone with the BWA lady and she gave me your information your number to call um about a urology bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so again I'm not showing that we have received it yet um when did you mail that out?
[CUSTOMER][NEUTRAL] Um, back in February.
[AGENT][NEUTRAL] Oh my goodness, OK, um, yes, that should have been plenty of time so I don't know it maybe have been gotten lost in the mail or we simply have not received it yet um but again I'm not showing that we've received anything um let's see, do you have access to a desktop or a laptop computer, [PII]?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, um, so you can send it the claim of that way, uh, it does get to us much quicker, typically a lot easier as well, um, let me know when you're ready I can give you that web address.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Somebody growling.
[CUSTOMER][POSITIVE] I have, I'm gonna apologize. I have 4 chihuahuas, so yes, yes, I thought I was.
[AGENT][POSITIVE] There is no need to apologize. I've had Chihuahuas my whole life. Sounds tough.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 00 yeah, so you know exactly what I'm dealing with here, yeah.
[AGENT][POSITIVE] Oh yes, that Great Dane energy.
[CUSTOMER][POSITIVE] Yes, you're right, you're absolutely right, yes, yes.
[CUSTOMER][POSITIVE] OK, I'm ready for it.
[AGENT][NEUTRAL] OK, so it's secured, the word secured with an ED.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I the app [PII] or?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it can be lowercase. This is just what you would type into your web browser, so secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hang on a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] OK, [PII]
[CUSTOMER][NEUTRAL] [PII] login.
[AGENT][NEUTRAL] Yes, yeah, um, so you would go to create a new user if you've not created an account before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says secured.
[AGENT][NEUTRAL] And then all of the information that it asks for um just everything that we just verified including that same email it does have to match what we have in our system.
[CUSTOMER][NEUTRAL] OK, and then I just send this over?
[AGENT][NEUTRAL] Yes, so once you create the account um you'll log in on the main page there'll be a spot where you can upload uh information so you'll just, um, whatever it was that you sent by mail you can upload there uh if you have physical copies you can either of course if you have a scanner you can scan it or you can simply take a picture as long as it's clear and legible that's perfectly fine.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, now I have another one for um.
[CUSTOMER][POSITIVE] Uh, urgent care that I had to go to, can I send that one to this one too? OK, perfect. Oh, thank you. Alright, perfect. You are wonderful because other people don't know what the hell they're talking about, sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, absolutely.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I understand, so no, I understand that's yeah.
[CUSTOMER][NEGATIVE] OK, no, really they don't, no, they don't.
[AGENT][POSITIVE] So this information does get to us really quick once it's uploaded, um, but it can still take about 7 to 10 business days for it to process. It may not take quite that long but I that's kind of just a safe.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That um and of course you can check the status through the website or of course you're more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK perfect thank you so much I will take care of this right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh right, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, no, it says, um, OK, so I'm an individual with APL insurance policy.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Is that it? OK, OK, let me see.
[CUSTOMER][NEUTRAL] I just logged in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I went to new user and it says no user was found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, let me ask you did put all of the, you use the same email that we verified and everything, is that correct?
[CUSTOMER][NEUTRAL] But I went to [PII].
[CUSTOMER][NEUTRAL] Yes, I did, yeah.
[AGENT][NEUTRAL] OK, um, now let me ask you in the spot where it asks for the member ID or your social, did you put in your member ID?
[CUSTOMER][NEUTRAL] No, I put in my social.
[AGENT][NEUTRAL] You did put in your social OK you can try putting in your member ID that was the first number that you gave me.
[AGENT][NEUTRAL] That begin with the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I find it because I have 3 Chihuahuas here on my lap right now.
[CUSTOMER][NEUTRAL] OK, OK, here yeah, yeah, mhm.
[AGENT][POSITIVE] I've got one at the moment. My sister has 3, and then she started fostering and she got a mama that just recently had babies. So right now, she's got, oh my goodness, she had 6 babies. So she's got uh 10 chihuahuas in her house right now.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh my gosh, how precious.
[AGENT][POSITIVE] I know. He is living the dream.
[CUSTOMER][NEUTRAL] Oh yes, oh yes, I know, I know.
[CUSTOMER][NEUTRAL] 835-554-23 I can see if this one works.
[CUSTOMER][POSITIVE] Yes, OK, good work. OK, I will fill this out. It was so nice talking to you, um, and I will, I will send everything over.
[AGENT][POSITIVE] Awesome. OK.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Sounds good. If you need help with anything else or have any other questions feel free to give us a call right back.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] OK, and now this I'll get a response by email or?
[AGENT][NEUTRAL] Um, you should, yes, um, and then of course I would still keep an eye on the website. You can view the status there, um, sometimes it can be a little, you know, there might be a bit of a delay, so if you want to, of course you can always call us as well and we can check on that.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] Thank you so much and good luck with your Chihuahuas and you have a wonderful day.
[AGENT][POSITIVE] You are very welcome. It was a pleasure speaking with you, [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too, you too, honey bye bye.
[AGENT][POSITIVE] Thank you, bye bye.