AccountId: 011433970860
ContactId: d7bb54a6-02e6-45fd-adf7-f9f59064fda5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234990 ms
Total Talk Time (AGENT): 112088 ms
Total Talk Time (CUSTOMER): 114172 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d7bb54a6-02e6-45fd-adf7-f9f59064fda5_20250310T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and my policy number is 2523294.
[AGENT][NEUTRAL] OK, let me pull your policy up, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I've got you pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] OK, uh, last week, not last week, week before last I sent some, uh, uh.
[CUSTOMER][NEUTRAL] Explanation of benefits papers I put on the front of the attention APL claim department and my policy number and I was wondering have they received those yet?
[AGENT][NEUTRAL] OK, I can check to see if we've received anything, Miss [PII]. Um, first, let me verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII] and my email is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you I appreciate you verifying your policy and you said that you sent it last week, so that would have been like the end of February, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sent the week for last, yes, I sent it. It, it was, yeah, we, yeah.
[AGENT][NEUTRAL] A week before last, OK.
[CUSTOMER][NEUTRAL] It was for the uh the claim that I sent I sent the claim and they asked for some uh.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Explanation of benefit I sent those in uh.
[CUSTOMER][NEUTRAL] It was like uh 2 [PII] up in that area.
[CUSTOMER][NEUTRAL] And they asking for and the other one is [PII] and they're asking for the explanation of benefit sheets.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, as of right now I do not see that the explanation of benefits has been reported. I do show that the last reported um.
[AGENT][NEUTRAL] Information was from [PII] where it was asking for the explanation of benefits. So I don't see the um.
[CUSTOMER][NEUTRAL] That's February.
[AGENT][NEUTRAL] Right, [PII] is the last reported um information that I have where it was asking for the explanation of benefits. I don't see that we have actually received the explanation of benefits yet.
[CUSTOMER][NEUTRAL] Right, so you
[CUSTOMER][NEUTRAL] You said you have not?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm I'm gonna send them right now. I'm gonna send them again and all it has on the top is attention APL claim department.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, are you sending those uh by fax or you're gonna use the online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I'm gonna send them by fax and I already sent, I sent some this morning but that was uh the bill and the explanation of benefit together but I'm gonna send these these here again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, you can go ahead and uh send them again and then uh give us a couple of days and call back to see if we received them by fax yet.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] And you're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, you have a blessed day and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you too, uh huh bye bye.