AccountId: 011433970860
ContactId: d67cde76-ab0d-40e9-b84c-49b4da8e0922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404160 ms
Total Talk Time (AGENT): 173848 ms
Total Talk Time (CUSTOMER): 184429 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d67cde76-ab0d-40e9-b84c-49b4da8e0922_20250307T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. I have a claim number.
[AGENT][NEUTRAL] OK, miss
[CUSTOMER][NEUTRAL] I just need some information.
[AGENT][NEUTRAL] Yes, Miss [PII], I can help you with the claim. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02577507.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], what is uh your date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on on the policy for you?
[CUSTOMER][NEUTRAL] It is [PII]. Cell phone number is [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me now the um phone number that you gave me, Miss [PII], is that a good call back number if.
[AGENT][NEUTRAL] We get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, awesome. All right. And what is the uh, the claim number that you have?
[CUSTOMER][NEUTRAL] Um, the claim number is um 356-762-2.
[AGENT][NEUTRAL] OK, let me pull up that claim for you.
[AGENT][NEUTRAL] OK and you have questions about the claim?
[CUSTOMER][NEUTRAL] Yes. So, um, it says that in order to complete the processing of my claim that I need to send the itemized statements of services provided listing the diagnosis codes. So I did get the bill summary. I just don't know where to send it to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. um, let me give you.
[AGENT][NEUTRAL] Well, there's 3 different ways you can send it if you're signed up in the online service center.
[AGENT][NEUTRAL] That you can um send it through the computer electronically.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know if I am or not, to be honest.
[AGENT][POSITIVE] OK, alright, I can give you that uh website so at your convenience if you decide you wanna sign up for it you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me read that back. So it's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, that's correct, and then if you would like to fax it in, we have a fax number I can give to you when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK, you broke up. I'm sorry. I got [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then if you choose to mail it in, I can give you a mailing address too.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] OK. Um, is that the [PII]?
[CUSTOMER][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, um, but if I fax it.
[AGENT][NEUTRAL] Yes ma'am, that's that's the mailing address.
[CUSTOMER][NEUTRAL] If I fax it over, that would be quicker, correct?
[CUSTOMER][NEUTRAL] Would they get it right away? I just don't want it to get lost. That's the thing.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I understand. Yes, they should get it, um, now the fax is the process overnight, so they should be able to get it Monday and then from the time that they get it, it takes 7 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] OK, and then for the [PII] um.
[CUSTOMER][NEUTRAL] I just signed up online, correct? And I could send it that way as well?
[AGENT][NEUTRAL] Yes ma'am, um, when you sign up for the first time that first page you're gonna click that you're a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the second page you're gonna click on I'm an individual with an APL policy.
[AGENT][NEUTRAL] And when you send it through the online service center it'll actually send you a confirmation number back letting you know that we have received it.
[CUSTOMER][POSITIVE] Oh, OK. I may go that route that I feel more secure that way.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] OK. OK. Um, so I would include the
[CUSTOMER][NEUTRAL] The paper that I received from you guys and then the.
[CUSTOMER][NEUTRAL] The billing statement, correct?
[AGENT][NEUTRAL] Yes ma'am, I would do both um the itemized statement that has your diagnosis code on it is specifically what they're needing to finish the claim.
[CUSTOMER][POSITIVE] OK. Thank you. I appreciate your help. Mhm. Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's no problem, Miss [PII]. Is anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.