AccountId: 011433970860
ContactId: dcff9d50-1739-457c-a87a-a880beecb5e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220080 ms
Total Talk Time (AGENT): 54571 ms
Total Talk Time (CUSTOMER): 108789 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/dcff9d50-1739-457c-a87a-a880beecb5e3_20250207T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I don't think you and I have ever spoken, um, but I'm a broker writing business, uh, with APL for a number of years, and I have a question. I have an insured who works for a, a law firm by the name of [PII], and, um, she said to me, [PII], um, I requested to get all my claims that copy of my, you know, what claims have been paid on my behalf this past year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh APL responded like saying, hey, we only do that for groups over 50, and she was just wanting it for her personally. She has a few claims and she's she's unclear if if APL paid a portion of them or has not paid a portion of them, and she can't seem to get a clear answer from the hospital. So it was outpatient.
[CUSTOMER][NEUTRAL] So what's available to an insurer that we could or that APL can provide them so she knows what the heck's going on.
[AGENT][NEUTRAL] Uh, well, we do have our online service center, um, to where she can set up an account and it would show claims that have been received and processed.
[CUSTOMER][NEUTRAL] Let me see if I can ask her if she did that. Can you hold on one second?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Bear with me one second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I have APL on the phone, ma'am you still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, yes, sir, I'm here.
[CUSTOMER][NEUTRAL] OK, this is [PII]. [PII], um, what, what's your, I'm sorry, what's your name ma'am?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], so [PII] was just saying [PII] that you can set up your online account with APL and once you do you'll have access to all the claims that have been paid on your behalf. Oh really? OK, great so thank you um how like I can just do that through the website I didn't even know that there was an online I didn't even know that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh yes, ma'am. We have an online portal where insured uh can set up, you can view your policy as well as, as well as if you need to print out temporary cards, but you can also submit claims and verify claim status.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][POSITIVE] Great. OK. um, and I just need my card?
[AGENT][NEUTRAL] Uh, no, ma'am. If you go on to our, uh, the site is [PII].
[AGENT][NEUTRAL] And select new user and individual, and it'll ask for your name, date of birth, social, and zip code. And once you've entered that information, I'll let you set up a username and password.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Great OK thank you so much that's exactly what I need thank you [PII]. I appreciate it. Oh, you're very welcome [PII] thank you have a great weekend appreciate your help right [PII] be well thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye.