AccountId: 011433970860
ContactId: a339ab89-8ca0-4534-8c5f-5337d747ce12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493079 ms
Total Talk Time (AGENT): 212454 ms
Total Talk Time (CUSTOMER): 200781 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a339ab89-8ca0-4534-8c5f-5337d747ce12_20250127T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, [PII]. I, I sent in a claim last week. I just wanna check. I never got an email confirmation or anything. I said it in via the email, uh, address. I just wanna check and make sure that the, uh, claim was received and maybe check on the status of it.
[AGENT][NEUTRAL] OK [PII], I can help you with your claim. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Certainly, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, with the, uh, I've got a member ID. I think that's the same thing 6821.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 682172948
[AGENT][NEUTRAL] OK that looks like a long number. Can you give me your social security number and I can check on on it that way and see for you?
[CUSTOMER][POSITIVE] That would be great, [PII], it's uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, let me pull that in real quick.
[AGENT][NEUTRAL] OK [PII], I'm not pulling you up with your social security number [PII].
[CUSTOMER][NEUTRAL] [PII]. Um I've got the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, go ahead. Can you um spell your last name for me? I can look by your name also.
[CUSTOMER][NEUTRAL] Sure, [PII]. It's [PII], like [PII] from [PII]. It's [PII]
[AGENT][NEUTRAL] OK, thank you. And then let me go ahead and see if I can't find it.
[AGENT][NEUTRAL] By your name.
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, there you are.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you sir.
[CUSTOMER][NEUTRAL] Sure. Uh, street address is [PII]. My email is [PII]. And what was the third thing?
[AGENT][NEUTRAL] Uh, just to verify the phone number that we have on the policy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you [PII]. I appreciate you verifying your policy for me so I do show that there was a claim that was sent in on [PII] for yourself um on your hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that correct? OK, let, let me look at it.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hospital in, in the
[CUSTOMER][NEUTRAL] Sure, I thought I'd sent it in under the BWA uh uh medical insurance, but it, it, it was an emergency room visit, so maybe the indemnity.
[CUSTOMER][NEUTRAL] Covers that.
[AGENT][NEUTRAL] OK. Was it um El Camino Hospital that you went to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I've got it pulled up. Let me see what it says real quick.
[AGENT][NEUTRAL] OK, so in or this is what the remarks are on your claim. In order to complete the processing of your claim, we need itemized statements of services provided listing the diagnosis code.
[CUSTOMER][NEUTRAL] OK, so I sent those in via email.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, you send them by email?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yeah, to the, to the email address that uh that [PII] told me to send it to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, having a hard time support at [PII].
[AGENT][NEUTRAL] OK, that doesn't sound like a and you said it was customer support at [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That doesn't sound like our yeah and we don't accept anything by email as far as claims just because it's not secure and that doesn't sound like our email address let me give you um.
[CUSTOMER][NEUTRAL] Is that the wrong address?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you able to get to a fax machine?
[CUSTOMER][NEUTRAL] No, I don't have a fax machine, but, uh, do you have a website that I can upload to or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I was just gonna give that to you next. Um, if you go to [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it's yeah [PII], OK.
[AGENT][NEUTRAL] Yes, that's correct. Sign up for that and then you can send your, you can upload it uh through the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so sign up for that so yeah it doesn't look like it recognizes me so I should create a new user for that and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, you're gonna go in as a um new user and then the second option you're gonna choose is I am a member with an APL policy with a policy.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, that's a good question. What is that?
[AGENT][NEUTRAL] An individual.
[CUSTOMER][NEUTRAL] What is my policy number and didn't have that handy.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. It's 249.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 249
[CUSTOMER][NEUTRAL] 01
[AGENT][NEUTRAL] 0137.
[CUSTOMER][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] 249010137
[AGENT][NEUTRAL] No, we'll start over again. 249.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0137.
[CUSTOMER][NEUTRAL] Oh, OK. 2490137. So it's just the uh six digits, oh wait, that's seven digits.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yeah, the seven digits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, yeah, I don't have any email with that number in it at all, so I'm wondering, uh, OK, well, but you, you've got me.
[CUSTOMER][NEUTRAL] Let me just check the number one more time. [PII].
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, well I'll use that in the future or when I add this website.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I will do that. Do I need to.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] I'll just follow the prompts and hopefully I'll have no questions, so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, you're very welcome, [PII]. Is
[CUSTOMER][POSITIVE] Thanks you.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Well I mean uh I was trying to check the status and it sounds like that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] We sent so. All right, cool.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Talk to you later.
[AGENT][POSITIVE] OK well you have a good night [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] You too you're welcome thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.