AccountId: 011433970860
ContactId: b0cbc16e-a14e-408e-b144-5243c6a2723e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333440 ms
Total Talk Time (AGENT): 182009 ms
Total Talk Time (CUSTOMER): 99370 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b0cbc16e-a14e-408e-b144-5243c6a2723e_20250410T17:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling AT.
[CUSTOMER][NEUTRAL] Right but that is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], and I was just calling to check the status on a couple of claims that I.
[CUSTOMER][NEUTRAL] Uh, fax to you guys.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check claim status for claims for yourself. Is that correct?
[CUSTOMER][POSITIVE] For myself and for my, my husband, uh, I faxed them both together. I just wanna make sure that you guys did get it.
[AGENT][NEUTRAL] OK, yes ma'am. I can partially help you with this. Ms. [PII], what is your uh callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number, please?
[CUSTOMER][POSITIVE] Oh goodness. Can I give you my social?
[AGENT][NEUTRAL] Are you the subscriber on this policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Yes, ma'am. What is that?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And we, OK, so just.
[AGENT][NEUTRAL] OK, Ms. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth and then your husband's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you. Also the home mailing address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's in [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one that you provided for me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, so I do see that for you, Ms. [PII], we have received the claim that was received on [PII] and that is in line for review. It has not yet been processed.
[AGENT][NEUTRAL] And then for, let me see.
[AGENT][NEUTRAL] Now I do not see one in line for your husband at this point. Did you send them together?
[CUSTOMER][NEUTRAL] Yes, I did, and I had conversation for both of them.
[AGENT][NEUTRAL] OK. So I'm not seeing the one for him. I only see the one for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, I don't understand how that happened. um.
[AGENT][NEUTRAL] Yes, ma'am. If you fax it, you may want to just re-fax the information for Mr. [PII] again, because I can see that you have something in line for review.
[CUSTOMER][NEUTRAL] OK, well, like I said, his was sent first and then mine, so but they were both sent together, so I got confirmation form, so yeah, I guess I'll get back to the office and resend those.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now, now Ms. [PII], has anyone ever told you about our portal called the online service center where you can set up your profile, you can actually upload documents for claims review into the portal and then you can have access to your claims that we have on file for you as well as your policy information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you think that's something that you would be interested.
[CUSTOMER][NEUTRAL] No, ma'am, I can check on that, yeah.
[AGENT][NEUTRAL] Yes, OK, I will email you the user guide then with the instructions, Ms. [PII] of how to set up that profile and it also explains how to use it for the, you know, the different types of services.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the online service center, so I will go ahead and email you that user guide in just a few minutes and the email will come from care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will put APL in the subject line for you so that's easy for you to recognize as not being junk mail.
[CUSTOMER][NEGATIVE] OK, I'm just upset because I don't know how y'all couldn't have gotten here and this that so.
[AGENT][NEUTRAL] And with, and with, you know, technology, I don't, I honestly, you know, I'm so sorry I can't answer that for you.
[CUSTOMER][NEUTRAL] Have you, OK.
[AGENT][NEUTRAL] But I can tell you that if you upload into the portal, you would be able to see an instant confirmation that it was received, fully received by APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much bye bye.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome and thank you for