AccountId: 011433970860
ContactId: ae546ad4-1c0f-4919-9ff4-023e23dd29d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259589 ms
Total Talk Time (AGENT): 123478 ms
Total Talk Time (CUSTOMER): 129549 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ae546ad4-1c0f-4919-9ff4-023e23dd29d0_20250129T19:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I am calling about policy number 653.
[CUSTOMER][NEUTRAL] 534.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I see where a direct bill has been ordered on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, are those uploaded into OnBase? I have him on the phone again.
[AGENT][NEUTRAL] They're supposed to be, but I don't know for sure if they are or not um I think that would be billing that would know that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] For sure, but um
[CUSTOMER][NEUTRAL] I just spoke with billing and they said to call customer service.
[AGENT][NEUTRAL] You're kidding.
[CUSTOMER][NEUTRAL] And you ordered the, you ordered the letter or the bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we order it through the system, but um I believe it goes through billing and they send it out.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They said the customers are.
[AGENT][NEUTRAL] I'll, I'll
[AGENT][NEUTRAL] Yeah, all we can do is put a um a sub bill in the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then uh it's supposed to automatically do and.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Did you look to see if it was in, in imaging?
[CUSTOMER][NEUTRAL] Yeah, I'm, I am in on base. I'm under administrative and billings and I see the others, but I don't see and I don't know how long it takes once it's ordered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's see, what is that policy number again? Oh, I wrote it down. 653.
[CUSTOMER][NEUTRAL] If it, if it's
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I always go in under just.
[AGENT][NEUTRAL] The policy number because sometimes somebody might image it wrong or.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Under under custom queries? OK.
[AGENT][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to make sure.
[CUSTOMER][NEUTRAL] Yeah, I think I looked there too.
[AGENT][NEUTRAL] Yeah, there's nothing since October.
[CUSTOMER][NEUTRAL] So I was wondering once it's ordered um so I can have [PII] add it if if if that be the case so I'm trying to figure it out once it's ordered, how long does it generally take to be uploaded to OnBase if it's uploaded to Onase?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. It, it's an automatic thing, so I'm not sure. Yeah.
[CUSTOMER][NEUTRAL] It is OK, so if it was done on the [PII], it should be out here.
[AGENT][NEUTRAL] I would think.
[CUSTOMER][NEUTRAL] OK, anywhere else we can look? I went to retrieval and then the administrative and then billing.
[AGENT][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Because it's individual anywhere else it could be housed?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I go under custom queries and then click on APL policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it put the policy number in and it'll pull up everything.
[CUSTOMER][NEUTRAL] Yeah, I've been there. It's not there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, and it's not there, so I don't know any other place it would be.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And so if you wanna follow up on the order, I mean what do we do?
[CUSTOMER][NEUTRAL] If it's already been ordered and it's not in the file or the he's wanting his bill basically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, does he want it emailed or mailed?
[CUSTOMER][NEUTRAL] He he want it emailed.
[AGENT][NEUTRAL] Emailed. I'll do up a manual email and get it to me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. All right, and the email address.
[AGENT][NEUTRAL] That's the only, yeah, that's the only thing I can think of.
[CUSTOMER][NEUTRAL] OK, and I thought I put a hub request in for this, um.
[AGENT][NEUTRAL] A day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] 653534.
[CUSTOMER][NEUTRAL] Um, [PII] submitted herb request 304-18 to customer service to email invoice.
[AGENT][NEGATIVE] Kelvin fails.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, that's probably when we did the build, yeah.
[CUSTOMER][NEUTRAL] Why you ordered it?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Well, if you can, um,
[CUSTOMER][NEUTRAL] Do it manually or whatever.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'll have to print it, uh, type it up here and email it. Let's see.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] 99% sure I've still got this in here.
[AGENT][NEUTRAL] Billing
[AGENT][NEUTRAL] Manual bill don't use direct OK.
[AGENT][NEUTRAL] It's, it'll take me about 5 minutes and I, I'll, I'll get it to him. Uh, uh, you want me to tell him or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'll let him know should be looking for it. I'm not gonna tell him a time frame I mean not today. I'll say tomorrow or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Well, I'm typing it right now. All right, thank you. Have a good day. Bye.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] Uh bye-bye. You too.