AccountId: 011433970860
ContactId: b63610b7-3a29-4bd9-81ca-0e3eab6b49f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320510 ms
Total Talk Time (AGENT): 131738 ms
Total Talk Time (CUSTOMER): 131568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/b63610b7-3a29-4bd9-81ca-0e3eab6b49f0_20250212T21:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I am trying to get some claims filed, and I need to see when the last time I filed my claims were so double file.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, well, I'll be more than happy to help you with your claims. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] KC sides [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on just a second. I just had it. Um, 644-578.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And looks like the last claim.
[AGENT][NEUTRAL] Um, so the last day of service we processed was uh [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that was filed. Can you tell me the others that were filed at that same time? I just don't wanna double file them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, we also have [PII].
[AGENT][NEUTRAL] For a data service and then the last 10, this is really the first one, [PII], 0, this is a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the only two you have from [PII]-ish are gonna be that February and December. So I've got several. I've got to go back and file. So I'm just gonna file several claims. Um, is there any way you could fax me over, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A claim form.
[AGENT][NEUTRAL] Yes, I can fax you a claim form. What's a good um fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just put attention [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, well, I'll go ahead and fax the claim form over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, I don't believe so. So you don't have one filed from [PII] then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then on that on [PII], that was an ICU form filed, is that correct?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, this is both ICU.
[AGENT][NEUTRAL] Let me double check the second one.
[CUSTOMER][NEUTRAL] OK, so I've got that.
[AGENT][NEUTRAL] Yes, they're both ICU.
[CUSTOMER][NEUTRAL] OK, can I fax these back over to you? Would it be quicker to do that or what's the quickest way to get these filed?
[AGENT][NEUTRAL] Yes, you can fax them to us. Um, our fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and then as far as getting funds out on those, um, do y'all just mail checks or can you direct deposit or how do they do that?
[AGENT][NEUTRAL] Um, we can do direct deposit, actually, hold on, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, your email address on file that you verified the [PII]. Is that still a good email address for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because I can email you the um claim form and the direct deposit form. Um, did you want me to fax the direct deposit form to you also?
[CUSTOMER][NEUTRAL] If you could just um um that would be great and then if you could just put me on there to is it quicker to do the direct deposit on that on those claims?
[AGENT][NEUTRAL] Um, I, it doesn't like, it doesn't make it quicker in terms of once it's processed, um, it'll be quicker, you know, for you to get the payment, but it doesn't, um.
[AGENT][NEGATIVE] It, what am I trying to say, it doesn't have anything to do with the processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and what about, what is the processing time?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, alright, well if you could fax both of those forms over I'll get those and get them into you tomorrow.
[AGENT][NEUTRAL] Alright, well, I'll go ahead and fax these over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, I think that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you as well bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.