AccountId: 011433970860
ContactId: a6f3cdc8-3b16-46f2-85ea-fd4afc8b49eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 688219 ms
Total Talk Time (AGENT): 122856 ms
Total Talk Time (CUSTOMER): 335289 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a6f3cdc8-3b16-46f2-85ea-fd4afc8b49eb_20250617T19:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, this is [PII]. Um, I was calling in regards to a claim that I have filed on my husband, um, who passed away, but there is a claim number assigned to it. Um, it's kind of confusing, but anyway, I called about, oh, I think it was on the
[CUSTOMER][NEUTRAL] The [PII], something like that and talk to someone about. I'm, I'm really having to get more information on that claim.
[CUSTOMER][NEUTRAL] Um, it's for [PII]. Let me see, let me get the.
[CUSTOMER][NEUTRAL] Uh, the policy number is 208-8763.
[AGENT][NEUTRAL] OK, and then, um, Ms. [PII], can you verify your date of birth for me and your address?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then lastly, I just need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that was a claim for your husband?
[CUSTOMER][NEUTRAL] Yes, um, the claim number is 361-0249.
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Say it was a duplicate. Let me see where's the.
[AGENT][NEUTRAL] OK, yeah, it looks like we had processed the claim on.
[AGENT][NEUTRAL] 42225.
[AGENT][NEUTRAL] Let me see what we got here.
[CUSTOMER][NEUTRAL] Well, right. And then they came back and said, needing more information. And then I know it's, I've got a thing saying it's complete. Well, it's not complete because it wasn't a duplicate.
[CUSTOMER][NEUTRAL] I mean, I'm sure there's notes all in there that.
[CUSTOMER][NEGATIVE] When y'all changed over your software, I think it caused a glitch to
[CUSTOMER][NEUTRAL] Whatever it did to the claim, um, because, you know, I, I'm not able to access anything that I submitted on the behalf of it.
[CUSTOMER][NEUTRAL] And now, I think, um, I've got, you know, and plus I said I needed to get more information. So I got something in the mail, you know, saying that it was a duplicate claim, but it really wasn't and I called.
[CUSTOMER][NEUTRAL] I think let's see, on the [PII] and talk to [PII] and, you know,
[CUSTOMER][NEUTRAL] However, supposedly, I think it's.
[CUSTOMER][NEUTRAL] Corrected in the system now, but um,
[CUSTOMER][NEUTRAL] Um, you know, needing to download some documents for that now, is all that making sense?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Or upload some documents I guess.
[AGENT][NEUTRAL] Yeah, uh, looks like, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just want to make sure.
[AGENT][NEUTRAL] Um, looks like we received, so are you ready to upload the documents you and [PII] discussed? Is that what you were doing?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Well, I've got some of them some of them are still coming. I mean,
[CUSTOMER][NEGATIVE] I don't, I don't know why this is so difficult to get what I need. But anyway, some of them were promised last week. I still didn't have them. I've called back again today. But two of the two of them are ambulance calls, and I don't know if I need to talk to one of the claims people. You know, they're not giving me, I mean, I had previously filed the ambulance bills and maybe the ELBs. and um
[CUSTOMER][NEUTRAL] I can file what those are. I mean, they're not real detailed. They're like a page long. Anyway, I want to upload those two to see if those are going to suffice for the ambulance part of this claim. The hospital part is still coming, or should I just wait until I get it all?
[AGENT][NEUTRAL] No, you, you can upload what you have now. Um, we'll be able to put it with what we have on file, do it.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so how do I do that online? Because when she told me to go, OK, OK, download documents is just what's in there that I want to look at but to upload the documents, you know, in the, your previous.
[CUSTOMER][NEUTRAL] Resource you just went to that claim and uploaded them. But here, am I going to this tab that says file a wellness or traditional claim? Is that what I'm gonna like start a claim over there?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I go there and I say and just do a traditional claim.
[CUSTOMER][NEUTRAL] And next step and then it says gives me some information um.
[CUSTOMER][NEUTRAL] Next step and it says no claimants available.
[CUSTOMER][NEUTRAL] If there's no claimants available here, that I'm supposed to call.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So why would there not be any claimants available?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean, for my husband or myself.
[AGENT][NEUTRAL] Yeah, there should be. Um, let me double check something. Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. Thank you for holding. Um, so can you, do you have the capability to take like a screenshot of that and send it to us? We, we just launched the website, uh, two weeks ago, and we're still working out a few of the bugs, um, and we haven't run across this, so, um, what we'd like to be able to put in an I.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, well, and see, and I had to set up, I guess everyone, I don't know if everyone had to set up.
[CUSTOMER][NEUTRAL] An account with this new software, you know, I had account before and it didn't recognize that stuff so did everyone had to create a new account correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, OK. Uh, yes, I think I can take or if nothing else, I'll take a picture, take a picture of it. I think I can. So, um, yeah, it just says climate details, enter the information about the climate, no claims available, not listed contact us. So do you, I mean, I, I mean, I don't think there's anything I'm logged into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm making sure I haven't done anything wrong.
[AGENT][NEUTRAL] Uh, it should
[AGENT][NEUTRAL] No, it should pull. I, I actually, I actually had another person to have the same issue today. So I'm wondering if we're encountering a new issue, um, but if you wouldn't terribly, that would be really helpful for us. Well, we can um start working on that. Um, our email address is [PII].
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Care team, all lowercase.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Care team
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just wait to hear back from y'all on this to see what to do. OK, what do you
[AGENT][POSITIVE] Yes. Yeah. Yeah, sorry about that.
[CUSTOMER][POSITIVE] OK, so you'll just, oh, I know. I'm like, my kids are so funny because I said, Oh, I spend about 1 day a week on the phone for 4 or 5 hours with all the different stuff. I mean, I thought I was very close to being done with all my paperwork, but these, these claims to APL have kind of eaten my life.
[CUSTOMER][POSITIVE] I mean, uh, it's crazy because I guess, you know, I know, and I'm like, well, I'm glad, glad there's no time limit because I hadn't even started the third one yet. So I will take a picture and email it to that number and um.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It'll just go into right it's not going to a specific person correct?
[AGENT][POSITIVE] No, it'll go, yeah, it'll go to our care team and we typically will respond within 24 to 48 hours, no later than that, so we should have a pretty good turnaround for you.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] OK.