AccountId: 011433970860
ContactId: dcbc2c42-fd65-4689-a32d-23ef65f94dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619530 ms
Total Talk Time (AGENT): 150414 ms
Total Talk Time (CUSTOMER): 240727 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/dcbc2c42-fd65-4689-a32d-23ef65f94dca_20250501T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes. Um, I have a question of, I, I had a claim in and I got a
[CUSTOMER][NEUTRAL] Payment, but it's not the full payment and they let me know that I, they needed some more information and so um I have that information now and I just wanted to know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess, is there a way to get it to you if I scan it and
[CUSTOMER][NEUTRAL] Uh, give it, give it to you on the computer.
[AGENT][NEUTRAL] Yeah, so we do have an online service center which I could give you information on if you've never logged in there before so you could download it to your desktop and then upload it. You can also fax it or you can send it in the US postal mail.
[CUSTOMER][NEUTRAL] I think uh in the past I've just mailed it to y'all, I guess because it was the easiest for me, maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Yeah it's honestly whatever is easiest for you um you know we're happy to to help with that information whatever whichever way you wanna get it to us.
[CUSTOMER][NEUTRAL] OK. Uh, I might want to do it electronically, but you'd have to walk me through it, but, um,
[CUSTOMER][NEUTRAL] I guess my question is do I have to send another claim form?
[CUSTOMER][NEUTRAL] Um, I got, uh,
[CUSTOMER][NEUTRAL] I don't know. You'll have to pull me up, I guess, and see. I have a claim number.
[AGENT][NEUTRAL] OK, yeah, what's the claim number?
[CUSTOMER][NEUTRAL] 358-632-8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you shouldn't have to resubmit everything for the claim, uh, just whatever the documentation was that was needed, um.
[CUSTOMER][POSITIVE] OK, that's what I was, I'm hoping that um
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] All right, and then for security, if I could just please verify your first, last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. And then if I could also get your full address and email address we should have on file.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so it looks like we were needing an itemized bill with CPT codes.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] Yes, and I, hopefully I have it what you need now.
[AGENT][NEUTRAL] Um, alright, sure, did you want me to give you the web address and where to go and walk you through that? Is it easier if I send you like a help guide? What, what works best for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, if you sent me something, then it would it take me to the what I need to send?
[CUSTOMER][NEUTRAL] What I need to use to send you the documents?
[AGENT][NEUTRAL] So what it'll do is have step by step instructions on how to create a username and password, which is the first thing you'll have to do because you've never created um I don't believe a profile let me double check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to think if I have or not um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I, you know what? I think I do have a user name and password.
[AGENT][NEUTRAL] OK, yeah, if you've got that then then that's uh the first part.
[CUSTOMER][NEUTRAL] Uh, so when I, when I go to ADL on, on the computer, I go to sign in.
[AGENT][NEUTRAL] Yes, that's where you would go. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I see. OK, so I'm, I'm here now. Let me see. I, um, maybe I've never thought.
[AGENT][NEUTRAL] Are you actually
[AGENT][NEUTRAL] No, you have actually, you've signed in before.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I've sent stuff to you on on the computer.
[AGENT][NEUTRAL] Well, you've enrolled on the online service center because you have a username, which I can give you.
[CUSTOMER][NEUTRAL] Uh, um, no, I have it right here. Let's see.
[CUSTOMER][NEUTRAL] I'm trying to, I'm going, I'm gonna try to go in.
[CUSTOMER][NEGATIVE] Oh it said my password is expired and must be reset.
[CUSTOMER][NEUTRAL] So now I have to choose the method of verification.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let me just go, I, I.
[CUSTOMER][NEUTRAL] I've, um, it wants to, it wants me like, I think to enter.
[CUSTOMER][NEUTRAL] Oh, it wants me to enter this verification code I just got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, now, uh, so do you have time for me to, for you to stay on the line while I do this cause I want a new password.
[AGENT][NEUTRAL] Yeah, so go ahead and reset the password.
[CUSTOMER][NEUTRAL] OK, let me, let me do that.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I didn't like what I did, so I, it's making me start over. Just a minute.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, maybe not.
[CUSTOMER][NEUTRAL] Oh, OK, now I took it.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I thought it 1 m.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see it says I can receive claim status updates.
[CUSTOMER][NEUTRAL] Enter your, oh, I have to enter my phone number real quick here, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they sent me another one.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, now I'm at uh a screen that says my coverage.
[AGENT][NEUTRAL] OK, I think that is give me just.
[CUSTOMER][NEUTRAL] And it and then it says my claims upload documents oh that's where I would go to send something to you.
[AGENT][NEUTRAL] Yeah, so you're gonna click the green upload button and that's where you'll upload that document needed and um you just need to do the document they'll uh.
[AGENT][NEUTRAL] Refer to the last claim.
[CUSTOMER][NEUTRAL] I'll have to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, do I have to write a claim number or anything?
[AGENT][POSITIVE] You can write it on there if you want to. It's not required, but if you want the claim number, I'm happy to give that to you.
[CUSTOMER][NEUTRAL] Is that, is it that 358-6328?
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think I can do it now because I haven't actually um saved I haven't scanned these two pages yet.
[CUSTOMER][NEUTRAL] And put into my computer so.
[CUSTOMER][NEUTRAL] I have a, uh, I can't upload them yet.
[AGENT][POSITIVE] OK yeah not a problem so there's no time limit on it, so just whenever you can get it sent over to us, um, that'll be just perfect.
[CUSTOMER][NEUTRAL] OK. Well, I will, um.
[CUSTOMER][NEUTRAL] I will do that and if I have trouble getting it, I, I'll have to get back out of this and I have a, if I have trouble finding it again, I'll probably have to call y'all.
[AGENT][POSITIVE] Not a problem. We're happy to help.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] My pleasure. You have a great day, [PII].
[CUSTOMER][NEUTRAL] Uh-huh you too bye bye.
[AGENT][NEUTRAL] Bye-bye.