AccountId: 011433970860
ContactId: dbe22171-9a4c-4087-a036-c5a1c7ca1804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267790 ms
Total Talk Time (AGENT): 110888 ms
Total Talk Time (CUSTOMER): 148197 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/dbe22171-9a4c-4087-a036-c5a1c7ca1804_20250109T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, good afternoon. I am trying to start a new, um.
[CUSTOMER][NEUTRAL] I guess so I can upload uh my uh itemized bill of charges for a stay ahead in the hospital, but I'm having some trouble needing some assistance with that.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, email that, uh, can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get your policy number?
[CUSTOMER][NEGATIVE] Um, I don't have a policy. I haven't created, uh, the policy yet. That's what I'm having trouble on.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. um, let's see here what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what about
[CUSTOMER][NEUTRAL] I did one last year um and I think on the.
[CUSTOMER][NEUTRAL] No, yeah, I did one last year in February, um, but I'm needing to upload a new one.
[AGENT][NEUTRAL] OK, and what about your date of birth and email address that way I can verify your account.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII] and my email address is email [PII], or I'm not sure if I use my work address, what's this, which is [PII].
[AGENT][NEUTRAL] OK, it's actually gonna be your work email address. That's what we have on file.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] OK, let me take a look at your policy real quick. OK, so you said you're calling about uploading a claim and you're having issues with that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't know if I'm supposed to be if create a new policy or how I don't remember how we did that. I remember I had a call and then they like created it for me and then I uploaded um the itemized bill.
[AGENT][NEUTRAL] OK, um, so unfortunately I have bad news. You're no longer allowed to upload claims on the portal because the policy is no longer active. The policy term, [PII]. So in order to submit a claim, you're either gonna have to fax it in or mail it in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how would I fax it in?
[AGENT][NEUTRAL] Um, I can give you the fax number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can provide you with your policy number that way you can list it on the cover sheet and that way you can um send that in.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] So the policy number is 2255264.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the fax number.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then would they get back to me or will I be able to see the status of it online or or not that?
[AGENT][NEUTRAL] Um, no longer, you're no longer allowed to um log into your account online at all just because the policy is not active.
[CUSTOMER][NEUTRAL] OK, OK, so, um, mhm.
[AGENT][POSITIVE] Yes, ma'am. So you would receive.
[AGENT][NEUTRAL] You would receive everything through mail at this point.
[CUSTOMER][NEUTRAL] OK, so, um, direct deposit and all that stuff, that would be that's no longer?
[AGENT][NEUTRAL] No direct deposit is set up on your account, so benefits are payable, then everything would come through direct deposit. It's just if anything is denied and all that, it would be through mail at this point.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and I just have to um fax over the itemized bill, right? for those days that I was hospitalized?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] All right then I will get that faxed over to you guys.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right bye bye.