AccountId: 011433970860
ContactId: bed0d782-0b0e-4c95-84c0-c1f3b0726e37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1384939 ms
Total Talk Time (AGENT): 315446 ms
Total Talk Time (CUSTOMER): 156354 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/bed0d782-0b0e-4c95-84c0-c1f3b0726e37_20250226T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling on claim number 355411 for [PII].
[AGENT][NEUTRAL] I'm sorry, it was, it was 3551.
[CUSTOMER][NEUTRAL] 4, 355411.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] Just checking the claim status or?
[CUSTOMER][NEUTRAL] Yes, on the [PII], we mailed off all the other required uh paperwork that was required in a statement.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] For him, for my husband. Yes, I need to know the status of it.
[AGENT][NEUTRAL] And you're just wanting to see if
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna read this claim number one more time. I have 355 and then you said 411?
[CUSTOMER][NEUTRAL] Yes, and for [PII].
[CUSTOMER][POSITIVE] Hey, take care.
[AGENT][NEUTRAL] That doesn't have.
[AGENT][NEUTRAL] I'm not missing a number on it.
[CUSTOMER][NEGATIVE] No, I know it was denied, but they said to send more information and in the statement, a written statement, which we did, it was mailed off.
[CUSTOMER][NEGATIVE] And I sent it via certified mail, so you should have received it.
[CUSTOMER][NEUTRAL] I'm sorry, it shows that it was already delivered.
[CUSTOMER][NEUTRAL] I don't, I got.
[AGENT][NEUTRAL] Do you have [PII]'s policy number? Because that claim doesn't show his name on it.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I, I thought I had it here.
[CUSTOMER][NEUTRAL] 02435615.
[AGENT][NEUTRAL] OK and then let me get his date of birth and then the address we should have on file please.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, I see that here. When did you put the additional information in the mail?
[CUSTOMER][NEUTRAL] Yes, we mailed that off on the [PII], it was mailed off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it doesn't look like anything has changed yet on the status. When did you receive notification that we should have received it?
[CUSTOMER][NEUTRAL] Mm, it was sent via uh certified mail.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the USC is the postal service, they gave me a tracking number.
[AGENT][NEUTRAL] When did they say it was delivered?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] It shows it was delivered on the [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if I see anything in our notes.
[AGENT][NEUTRAL] And just to confirm it was sent to the PO box in [PII].
[CUSTOMER][NEUTRAL] Uh, I'm not sure. This is [PII], but I'm looking at the receipt.
[AGENT][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, I'm not sure, let me see, cause I do remember on that uh letter that was sent, there's an email at the bottom, an address, and that it was mailed to that address at the bottom.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I just wanted to make sure it was the correct one,
[CUSTOMER][NEUTRAL] No, it's just showing it was delivered to a PO box in [PII] and the zip code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I would feel like it should probably.
[AGENT][NEGATIVE] Be in there if they're showing that it was delivered, but I just don't see anything, um.
[AGENT][NEUTRAL] I wonder if maybe it was.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Yeah, I just haven't found anything yet. Hold on, let me, um.
[CUSTOMER][NEUTRAL] How long does it usually take to review a claim, that's that?
[AGENT][NEUTRAL] Um, with claims generally they ask for um 7 to 10 business days to process it, but I feel like if you put tracking on it and it says it was delivered the [PII], I'm puzzled as to why I'm not seeing anything. I don't see anything received yet on our side like uploaded with like a claim and.
[AGENT][NEUTRAL] In progress or anything like that, the claim number that was denied um just still shows the original denial needing that that additional information, nothing has changed on it as of yet, um.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if there's any other way to track this information that was sent that I'm just not seeing um.
[AGENT][NEGATIVE] I would hate for you to have to resend it. Do you have access to a fax machine by any chance?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because the only other way to do it would be just uploading it online aside from resending it. Let me see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And the received date again that they showed was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm reaching out to my supervisor to see if there's any other way that we can check for these documents because
[AGENT][NEUTRAL] Yeah, I feel like by the [PII] they would show in there.
[AGENT][POSITIVE] I have somebody else checking on it here. I appreciate your patience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, we just don't, neither of us see that we've received anything on our side.
[AGENT][NEUTRAL] So, yeah, unfortunately, I, I just, I don't see anything. I had my supervisor double check um.
[AGENT][NEUTRAL] Only other thing I can do is just make sure it was the right address and then it can, you know, be resubmitted, of course, um online or fax is quicker than mail.
[CUSTOMER][NEUTRAL] If I were to download all this paperwork in the computer, would I have to file a new claim or what? How do you know you would have to go look in there?
[AGENT][NEUTRAL] If you are just resubmitting the documentation needed, you don't have to redo the entire claim form and all of that just the requested information you can write the claim number on top of it that 3554511.
[CUSTOMER][NEUTRAL] Cause that's a lot of paperwork that it was sent over. It was in a big envelope.
[CUSTOMER][NEUTRAL] And the address was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You have the tracking number?
[CUSTOMER][NEUTRAL] I have the tracking number the post office gave me.
[AGENT][NEUTRAL] Let me see, um, what's the tracking number that they gave you?
[CUSTOMER][NEUTRAL] 958 9.
[AGENT][NEUTRAL] 95
[CUSTOMER][NEUTRAL] 0710
[CUSTOMER][NEUTRAL] 5270
[CUSTOMER][NEUTRAL] 0053
[CUSTOMER][NEUTRAL] 284-935
[AGENT][NEGATIVE] Yeah, the only thing because it was PO Box 248,950 and I pulled up the USPS site. The zip code is [PII], but it's [PII], but if the PO box was right, I don't see why that would have.
[CUSTOMER][NEUTRAL] Well my receipt it says [PII] is the zip code, so I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just to verify.
[AGENT][NEUTRAL] Your mailing address the [PII], that's still valid for you guys.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, um, I'm gonna take this tracking number and get with my supervisor and see if we can figure out anything else. [PII], do you mind if we give you a call back and see if we can locate, um, the information [PII] because I don't want you to have to resubmit it, you know.
[CUSTOMER][NEUTRAL] Mhm. Yeah, that's fine if you could find out and call. In the meantime, I'll call the post office and find out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is your callback number [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, [PII], I will call you back if once I have some more information, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.