AccountId: 011433970860
ContactId: a6120556-bc33-4549-9315-1bdf802c7c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300660 ms
Total Talk Time (AGENT): 105344 ms
Total Talk Time (CUSTOMER): 135636 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a6120556-bc33-4549-9315-1bdf802c7c78_20250613T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to file a claim online and but I'm not able to log in to my account.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02515497.
[AGENT][NEUTRAL] OK, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] OK and then lastly do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, so if you go to [PII], you will have to recreate your account, um, so it'll be, um, create your OSC account.
[CUSTOMER][NEUTRAL] OK, because I had already created one back in February and I had the email that said it but I guess you guys have needed us to change it since then.
[AGENT][NEUTRAL] Uh, yes, we've updated our website at the end of May, so it'll it'll, you have to recreate your account all over again. So it'd be create your OSC account and then you'll be the insured and then it'll prompt you for the next steps of what's required.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] OK, I'm clicking insured but it's not doing anything.
[CUSTOMER][NEUTRAL] Um, OK, hold on.
[CUSTOMER][NEUTRAL] OK, never mind. Um.
[CUSTOMER][NEUTRAL] All right, I'll just fill out the rest of that. Um, are you also able to transfer me over to like the claims department so I can verify that some claims were processed?
[AGENT][NEUTRAL] Uh, no, I can help you with that. Um, what was the date of service for your, uh, claim?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] I had gotten 2 paper copies in the mail yesterday and I think they were saying that it was covered, but I just didn't really understand, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You're asking for the date of service?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Uh, yes, so it looks like is this for your recent ones? Looks like we just processed on [PII]. Did you receive two checks?
[CUSTOMER][NEUTRAL] Um, I didn't get checks. I just got
[CUSTOMER][NEUTRAL] Like an explanation of benefits, but I wasn't clear if they were covered or not.
[AGENT][NEUTRAL] OK. Um, let's see.
[CUSTOMER][NEUTRAL] It should have been for 192 72 and 2977.
[AGENT][NEUTRAL] Oh, OK, looks like we did we process those, the 192.72 we pay to the provider, so they should have received that or should be posting it, um.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] We also paid the 2977 to the provider.
[CUSTOMER][MIXED] OK, so I won't get it, but it did end up being covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect all right thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Um, I guess the only other thing that I'm forgetting whenever I try to submit my own claims, I need to have the procedure codes, diagnostic codes, explanation of benefits.
[CUSTOMER][NEUTRAL] Um, and then there's one other thing I'm supposed to send, I think.
[AGENT][NEUTRAL] Uh, yeah, so it's all of those things. So as long as you've got your primary EOB and then the list of like the charges with procedure code, diagnosis, the date of service that you were seeing and where you were seen at, what healthcare provider.
[CUSTOMER][NEUTRAL] OK, I feel like there was some other thing that is the APL form that
[CUSTOMER][NEUTRAL] I'm supposed to submit.
[AGENT][NEUTRAL] So if you're uploading on the dashboard um on our new site um you don't need to fill out a form so you can just upload those documents and we'll get those processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. All right. Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.