AccountId: 011433970860
ContactId: cfcee79d-db0b-4230-95bb-0a08b52342f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264630 ms
Total Talk Time (AGENT): 138571 ms
Total Talk Time (CUSTOMER): 76504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cfcee79d-db0b-4230-95bb-0a08b52342f5_20250310T17:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I received, um, an explanation of benefits asking for more information, um, and I, I got the information. I'm just not, do I send it in the mail or is there an email that I can for like take send the explanation and the updated information?
[AGENT][NEUTRAL] OK, Ms. [PII], so we were needing some additional information for a claim to for processing and you're wanting to find out how to send that, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that. But first, what I'll need to do is to pull up your policy information and verify some things with you for security. So first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] 02396117 or no I'm sorry, yes, yep, that's correct.
[AGENT][POSITIVE] That's correct. OK. All right. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Let's
[AGENT][NEUTRAL] I understand sometimes when you're looking at numbers like that, they can kind of all run together and throw you off. It happens to me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will, um, any information provided would be a verification of benefits and not a guarantee of payment, um, and I will need to verify several things. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify is going to be your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. So, Ms. [PII], um, which claim is it that, do you have your claim number?
[CUSTOMER][NEUTRAL] Yes, uh, the claim number is 357-0453.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now have you created your profile, [PII] like in the APL online service center portal so that you can have you can log in um and submit information that way to us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh no I did not. I can um jump on what is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm just gonna email you the user guide for how to set up your profile.
[AGENT][NEUTRAL] And then it gives you the instructions as far as, you know, the different things that you can do within the portal and also, you know, how to upload your information. So give me just one second and I'll send that to you.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, so the email message that you will receive will come from care team at [PII], and I did put APL online service center in the subject line for you so that that's easy to recognize. But once you set your profile up, you can actually upload that information directly into there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much. I appreciate that.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Hold on, let me just double check. Oh there it goes. OK, it accidentally went into spam and then it came back over. Nope, that's it. Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. So if that is all I can help you with, thank you again for calling APL and I hope that you have a very uh nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.