AccountId: 011433970860
ContactId: bc2fc31e-bf06-4d18-9f95-9291db5ba92e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242899 ms
Total Talk Time (AGENT): 100486 ms
Total Talk Time (CUSTOMER): 118575 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/bc2fc31e-bf06-4d18-9f95-9291db5ba92e_20250407T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, did you say so?
[AGENT][NEUTRAL] Yes, so, [PII].
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Good. Listen, I'm having problems creating an account. Uh, I, my policy is no longer active, but I, I did receive correspondence from APL requesting my EOB.
[CUSTOMER][NEUTRAL] From my health care insurance to to send as with the claims, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, um, I can't not upload the documents because I cannot create an account.
[CUSTOMER][NEGATIVE] It keeps giving me an error message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and what is the callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I do.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 2982.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mr. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. OK. So, um, yeah, it's not gonna let you register or create an account because you don't have an account no longer with us. Um, it's terminated. Um, so the only two other ways that you can send in that EOB will be either by fax or mail.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, it's several EOB that's like.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 12345, it's probably like 5 or 7 EOBs of, you know, anywhere from 5 to 12 pages each.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] Mhm, I mean.
[CUSTOMER][NEUTRAL] Yeah, and, and
[CUSTOMER][NEUTRAL] So and and faxing it would require me to go to fax it per page at.
[CUSTOMER][NEUTRAL] Office Depot or something, um.
[CUSTOMER][NEUTRAL] So, OK, I can, I can mail it and do do so to the post office box, do I have to put.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, care of claims or something or anything like that or just.
[AGENT][NEUTRAL] You can address it to APL um claims department if if you would like to do that. Um, just make sure to send us copy and keep the originals just in case, um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] But you can send it to the [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] OK, I mean that's what it says on the card, right? So submit claims to American Public Life and that's what it is. Um, OK, I, I, I guess I'll do that. I'll, I'll, I'll print them out and.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm. Correct, yes, yes. Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, Mr. [PII], because the policy is not active at the moment too, we don't take any claims by email for security.
[CUSTOMER][NEUTRAL] And and email it or.
[CUSTOMER][NEUTRAL] Right, yeah, I had a feeling.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, well thank you, uh, so I appreciate it uh.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Any other questions?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, no, that's that's it that resolves that then uh.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Mm. Well you have a good day, Mr. [PII]. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you so much. You too.
[CUSTOMER][POSITIVE] You too, sir. Thank you.
[AGENT][POSITIVE] Thank you.