AccountId: 011433970860
ContactId: e5050896-2e94-4b4f-b720-bbaac3a14200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289019 ms
Total Talk Time (AGENT): 92450 ms
Total Talk Time (CUSTOMER): 172693 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e5050896-2e94-4b4f-b720-bbaac3a14200_20250114T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I said [PII]?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good. Um, I am an agent helping someone file a cancer claim, and so I wanted to see if you could help me, uh, figure out something online.
[AGENT][NEUTRAL] Sure. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And can I have the policy number for the member please?
[CUSTOMER][NEUTRAL] Yes, it is going to be I'm looking on this file here it is uh 728463.
[AGENT][NEUTRAL] Could you verify the member's name, date of birth and um email address, please, if, if they have one?
[CUSTOMER][NEUTRAL] Yes, do you want the primary policy holder or the one I'm working with right now? It's the wife [PII]. Her name is [PII].
[AGENT][NEUTRAL] OK. Her date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth [PII].
[AGENT][NEUTRAL] And the address for them, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII], thank you so much for verifying the information. You said you need some instructions um um for online you stated.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm in her um online portal or whatever you call it trying to download some more uh claims because she's had surgery since these other claims.
[CUSTOMER][NEGATIVE] And so, um, I don't do this every day and I haven't done this since the last, last fall. So when I'm going to her, what do you call this, her, um,
[CUSTOMER][NEUTRAL] Oh, what do you call it.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The portal or online service center?
[CUSTOMER][NEUTRAL] Por yes portal. Yes, I'm in there and it has her name and it says select files.
[CUSTOMER][NEGATIVE] And I'm gonna upload some files and do I have to go back and do something else after I upload them? I'm sure I'm just missing something.
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] Hang on, let me do something real quick.
[AGENT][NEUTRAL] So you're uploading the claim? Are you doing the claim form along with the supporting documents?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so all you do is, um, you want to file a claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then it took you to where you need to upload the documents and then that's it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Well, um,
[CUSTOMER][NEUTRAL] I thought I did it, but I'm, I'm looking in her portal. Can you see if I've downloaded some things already?
[CUSTOMER][NEUTRAL] Today,
[AGENT][NEUTRAL] I just see where we did receive some stuff today.
[CUSTOMER][NEUTRAL] Oh, is it like 4 different 4 different ones?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You did it 4 times, is that what you're saying?
[CUSTOMER][NEUTRAL] It's 4 different uh files.
[AGENT][NEUTRAL] Are you saying
[AGENT][NEUTRAL] Is it 4 different pieces of mail or did you upload it and it has a new confirmation number 4 different times?
[CUSTOMER][NEUTRAL] Good question. I don't know because I, uh, I, I uploaded 4 different files for 4 different events.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I didn't see it once I looked back here on the portal. I didn't see them there they just pop up when they're processed?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Maybe I'm looking in the wrong place.
[AGENT][NEUTRAL] I have 123. I have 4 pieces of different pieces of mail, 4 different pieces of mail, if you get my drip on it. Yes.
[CUSTOMER][POSITIVE] Yes, perfect. I I understand that, but well I see that in her portal now?
[CUSTOMER][NEUTRAL] Or no, you'll have to, you'll have to process. I mean you have to put them in.
[CUSTOMER][NEUTRAL] I just see her processed stuff.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] But it, it hasn't um been assigned a claim number, processed or reviewed, so no, ma'am.
[CUSTOMER][NEUTRAL] Right. OK, that was my question, yeah.
[CUSTOMER][NEUTRAL] So how long does that take before it shows up in the portal? I guess my question would be.
[AGENT][NEUTRAL] We have 7 to 15 business days to review any documents and process them.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Well, that's kind of what I wanted to know. I wanna make sure you got them on your end. OK, perfect. Thank you very much, [PII]. I think that's it. I think that's it. Thanks so much. OK. All right. Uh-huh. You too. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I, [PII], I can help you with? All right.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATO. Bye-bye.