AccountId: 011433970860
ContactId: a283c7f0-4233-49ac-8e6c-271e779f9f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215880 ms
Total Talk Time (AGENT): 83200 ms
Total Talk Time (CUSTOMER): 123521 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a283c7f0-4233-49ac-8e6c-271e779f9f0b_20250312T21:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm sitting here with um my husband, [PII]. Hello, Miss uh [PII].
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] Um, yeah, we're doing good. How are you doing today?
[AGENT][POSITIVE] Yeah, I'm doing good.
[CUSTOMER][NEUTRAL] OK, so we have been trying to um upload um my husband's um hospital um.
[CUSTOMER][NEGATIVE] Itemize services from the hospital from January. We just got it the other day, but I tried to do it. I tried to upload it over the phone, um, and I tried to do it on the computer, but it's still stuck in the submitting mode, like it's not even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Taking me to where it's um that complete. So um my husband just gave me um his card and I see that it has a fax number um I could fax that since the internet is not working. Is that OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. You can fax the claim or you can mail it, um, whichever you prefer.
[CUSTOMER][NEUTRAL] OK, um, do I put, who do I put attention to?
[AGENT][NEUTRAL] Um, so it'll just be attention, well, so it'll be attention APL claims department, or you could just put claims department.
[CUSTOMER][NEUTRAL] OK, OK, um, and then how would we know if it has been uploaded or not just keep checking back or call back or whatever, whatnot?
[AGENT][NEUTRAL] So, if you're on the online service center, once they do like upload the documents and start processing, you'll see it there, like on the under my claim, you'll see that something is, you know, being worked on, but you will also receive, um, you know, like when you sign up for the online service and you put your cell number, you'll also receive a text message saying like, hey, we received the claim it's in processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to, you know, just to let you know.
[CUSTOMER][NEUTRAL] OK, I don't know.
[CUSTOMER][NEUTRAL] I don't know if we um signed up for that.
[CUSTOMER][NEUTRAL] Um, do, should I, so I could just go online and look at to see if we signed up for that? OK, I'll do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it's, it's nothing really to sign up for when you, when you signed up for the online portal like where you go to upload your documents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a part like when you did the username and password, it asks for your phone number and then it like sent the verification code.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, OK.
[AGENT][NEUTRAL] Yeah, if you did that part, then that's where the cell phone number came into play and so we'll just text that number.
[CUSTOMER][POSITIVE] OK, that's fine, thank you.
[AGENT][POSITIVE] You're welcome. Well, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] How long does it usually take to um to
[CUSTOMER][NEUTRAL] Get like um once it's approved, how long does it usually take to get the funds?
[AGENT][NEUTRAL] So it's a 7 to 10 business day turnaround from the day we received the claim.
[CUSTOMER][NEUTRAL] OK, that's what I thought, OK, cause it's, it's his first time using um.
[CUSTOMER][NEUTRAL] Any of this, so I was trying to explain that to him, but OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] All right, have a good one.
[AGENT][NEUTRAL] You also, and thanks for calling APL. Did you have any more questions?
[CUSTOMER][NEGATIVE] No, ma'am, I didn't thank you.
[AGENT][POSITIVE] All right. You're welcome. Well, have a great evening.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.