AccountId: 011433970860
ContactId: b96aa4c2-8075-4a36-a25a-8669f6c29cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316369 ms
Total Talk Time (AGENT): 143525 ms
Total Talk Time (CUSTOMER): 163273 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b96aa4c2-8075-4a36-a25a-8669f6c29cec_20250612T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Breer Resources. I have a hi, I have a customer on the line. I guess she's trying to upload a claim online and she just wants to make sure everything came through. She's the group contact for this group. Um, her policy number is 2572507.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII]. I did not verify her address. I apologize, um, and her callback, her callback number is [PII].
[AGENT][NEUTRAL] Oh that's OK.
[AGENT][NEUTRAL] Alright, and you can send it through.
[CUSTOMER][NEUTRAL] OK, I'm gonna pull her on because every time I just swap it I always drop somebody, so give me just a second.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Hi [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi, I've got [PII] on the on the line, and she's gonna help, uh, review to let you know that the claim came through, OK, or or if anything was missing, OK? OK, thank you, I appreciate it. Alright, have a great day. Thanks for calling APL. bye bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hi there.
[AGENT][NEUTRAL] Hey, so I'm going to be assisting you with the claim, um, but first, can you verify your mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And then, um,
[AGENT][NEUTRAL] So I'm assuming it's this the most recent claim here. We received it on [PII]?
[CUSTOMER][NEUTRAL] Yeah, so I submitted a claim and then they said I needed extra documents, so then I submitted it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then that was denied because it said it was a duplicate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So now I submit it again because they told me like you have to just submit the attachment so like.
[AGENT][NEUTRAL] OK, so yeah, this one is it.
[CUSTOMER][NEUTRAL] It should be matched up yeah it seems like it's a little weird because like when I when I need to submit um extra documents I can't attach it to a current current claim number I just have to resubmit something so it's a little bit confusing but.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, each time you submit something to the online service and it's gonna look like a new entry, um, so,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] That part, yeah, um, but I do see the claim here, um, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So it looks like there's a payment of $109.68 that's being paid to you. Um, the claim just finished processing June yesterday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see. So you have direct deposit set up, so that's coming to your direct deposit. Um, so it should usually we say 3 to 5 business days, um, if your bank makes it available as soon as they receive it, it could be sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me, you said it's how much is it?
[AGENT][NEUTRAL] Um, $109.68.
[CUSTOMER][NEUTRAL] OK, got it. Now, um.
[CUSTOMER][NEUTRAL] Because I'm also trying, give me a second because I'm just writing down the process because I have to share it with the rest of people so they understand. OK, so then, so, so it's uploaded we've, we've, I've, I've enrolled in direct deposit so then that will go directly it'll just go direct deposit.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now how will it ever show like that status like so so that you're a new company we're using on our other company like I could click click into it and see data like I, it doesn't seem like I can click anywhere to see.
[AGENT][NEUTRAL] Well, you probably can't yet because it was just, it just finished yesterday. So once everything finishes um
[CUSTOMER][NEUTRAL] See anything.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Once the the documents are generated, like your explanation of benefits, all of that, yes, you'll be able to see on the online service center and it will be like a blue, like a hyperlink blue, you can click it and it'll um pull up the.
[CUSTOMER][NEUTRAL] Oh yeah, yeah. So it's just like, OK.
[AGENT][NEUTRAL] Yeah, but now it just finished yesterday, so I would say today, maybe tomorrow everything should be up for sure because we sent like basically everything resets at [PII] when we send it to the bank and then the documents are generated and everything, so, um, you should be receiving that shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] OK, got it, but the process is like.
[CUSTOMER][NEUTRAL] So but like you, you confirmed then if ever they're asking for more documents it's, it's gonna just show up like a new claim and that's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, there's no way to like.
[CUSTOMER][NEUTRAL] That's just how you go, OK.
[AGENT][NEUTRAL] Sync it with the previous claim. It's every time you enter something in the online service center, it'll look like a new entry, you'll get a new confirmation number, but once the examiner sees what documents they are, they'll be able to know, you know, look at what is already submitted and see that's additional information for such and such claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK, got it. All right, I appreciate your help. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with [PII]y?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it, thanks.
[AGENT][POSITIVE] All right, well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.