AccountId: 011433970860
ContactId: e6947058-1fae-473c-903d-f2ef3f48feff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351950 ms
Total Talk Time (AGENT): 123006 ms
Total Talk Time (CUSTOMER): 187665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e6947058-1fae-473c-903d-f2ef3f48feff_20250604T16:45_UTC.wav
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[CUSTOMER][NEGATIVE] This sucks.
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, I got, this is [PII] here. Uh, I'm an insured and I have my wife on the phone. She's an insured.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I think I just found what I was looking for. You have a new system in place, right?
[AGENT][NEUTRAL] We do, and you'll have to recreate your entire account, so you're not gonna be able to use any of your old login information, you'll have to create an account.
[CUSTOMER][NEUTRAL] Yeah, I, I, I did that for the wife, but I'm looking, I was trying to find out where you see the claim, so I'm, it's under my policy now, is that right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And then I'm seeing here I just happened to open up OK date received and they yeah I used to like where you used to see the uh.
[CUSTOMER][NEUTRAL] Oh boy, you like the where do you see the status processed? OK.
[CUSTOMER][NEUTRAL] Alright, are we able to, uh, look at, I got my, my wife [PII] on the phone, um, [PII], can you say hi? Hello.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi. I, I just want to discuss, uh, a claim. I can give you the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] Uh, 2, 246-0304.
[AGENT][NEUTRAL] OK, and then can [PII] verify last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Um, last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and then a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Um, for me or for, for you, [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and then are you authorizing your spouse to talk on your behalf?
[AGENT][NEUTRAL] About claims?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what was his, his name, first and last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I able to put on this on your file uh in your system so I can talk in the future?
[AGENT][NEUTRAL] Yes, I can mail you a form. Um, we'll just need you to, I'll mail you the form. It's a HIPAA authorization form, and or you can print that from our website, um, and then once we have that on file we can talk to you in the future, but I can talk to you right now because I got her.
[CUSTOMER][NEUTRAL] Or it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I tell you what.
[CUSTOMER][NEUTRAL] OK, alright, when we're, when we're done, I'll ask you to show me where to to pull it offline, but you know, I think I see, um, I was calling you about this, well, I just, I just started looking into where to find the, um, the, uh, DOBs. I found them and I'm looking at the claim that I was calling in question of and it looks like it was paid $1000 claim number 3,608,960. Does that make sense? you see that there?
[AGENT][NEUTRAL] Yes, yes, we did pay that, yeah, but it went out yesterday, um, and looks like that was, well, direct deposit, so it should hit your bank, um, usually once it's processed, which was 63-2025, it should hit within 24 to 48 hours depending on your bank, how fast they.
[AGENT][NEUTRAL] Post those.
[CUSTOMER][NEUTRAL] OK, and the last question, do you see what the, uh, I, I think we have the shared bank account number. Are you, do you see the last digits on the bank account? Can I tell you what what what I think it is?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Alright, we're clear now I understand how it works thanks so much.
[AGENT][NEUTRAL] OK, anything else I can help with? Oh, that form, um, so.
[CUSTOMER][POSITIVE] Oh yeah, yeah, yeah, [PII], thank you so much appreciate it thanks OK resource center I guess is that what it is?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Oh no. Yeah. Uh yes.
[AGENT][NEUTRAL] It should load forms there.
[AGENT][NEUTRAL] If not, I can direct you to our regular website, um, not the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you go to [PII],
[AGENT][NEUTRAL] So, [PII]
[CUSTOMER][NEUTRAL] Right now at [PII] OK.
[AGENT][NEUTRAL] Um, [PII] if you look at the claims and forms.
[CUSTOMER][NEUTRAL] Yeah, I'm there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then there'll be the authorization to disclose.
[AGENT][NEUTRAL] The second.
[CUSTOMER][NEUTRAL] Uh hold on this um.
[CUSTOMER][NEUTRAL] Yeah, this is big.
[CUSTOMER][NEUTRAL] OK, mail, paper form, fax documents going down.
[CUSTOMER][NEUTRAL] Cancer claims, you could.
[CUSTOMER][NEUTRAL] Do you know what page it's on or do I do a search or?
[AGENT][NEUTRAL] Um, so on the [PII]?
[AGENT][NEUTRAL] Is that the site you're on?
[CUSTOMER][NEUTRAL] Yeah, I, I'm under
[CUSTOMER][NEUTRAL] Yeah, I'm under claims and forms, but under that there's a lot of uh.
[AGENT][NEUTRAL] Uh, it's the second form.
[AGENT][NEUTRAL] The first one is accident, and then the second one is authorization to disclose.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Got it. OK, download the form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I got a good job thanks a lot appreciate that.
[AGENT][NEUTRAL] OK, well, thanks.
[CUSTOMER][NEUTRAL] And and I can mail uh email that back or I can email that back or upload it or what goes through your mind?
[AGENT][POSITIVE] Yeah, you can upload that on your portal. Yep, that will work.
[CUSTOMER][NEUTRAL] I upload it on on the wife's portal?
[AGENT][POSITIVE] Yes, it'll be on her portal, yes.
[CUSTOMER][NEUTRAL] It it is gonna be.
[CUSTOMER][POSITIVE] OK all right thanks so much appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright take care bye bye.