AccountId: 011433970860
ContactId: e9973952-0b93-431e-b0bd-fb47bdef5c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318660 ms
Total Talk Time (AGENT): 158855 ms
Total Talk Time (CUSTOMER): 203440 ms
Interruptions: 11
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e9973952-0b93-431e-b0bd-fb47bdef5c88_20250307T14:50_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I need to file a claim and I need to know, um, uh, if there's an email address I can send it to.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Mhm 1289262.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And do you mind verifying your current mailing address and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And we do have a [PII] email. You can we just verify that while I've got you on the line?
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] It looks like my carrier number is 85.
[AGENT][NEUTRAL] Now, Miss. [PII], um.
[CUSTOMER][NEUTRAL] That's like 10.6.
[AGENT][NEUTRAL] You can submit a claim.
[AGENT][NEUTRAL] Via fax.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mail or I'm gonna check and see if you have an active online account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3 of us, so I'm only gonna take 7 because 3 of those to roll.
[AGENT][NEUTRAL] If you have that portal created, you can submit it online as well.
[CUSTOMER][NEUTRAL] Oh, OK. So here's what I'm thinking.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Let's see if we have that active account online for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Nobody's on me today, so here's what I.
[AGENT][NEUTRAL] No, ma'am, I don't see that you have an active online account and because your policy is no longer active, you would not be able to create that.
[CUSTOMER][NEUTRAL] OK, so the [PII] Friday. Oh, it's not?
[CUSTOMER][NEUTRAL] Like long weekends, I guess.
[CUSTOMER][NEUTRAL] When did it when did it expire? Are you looking at the calendar by chance?
[AGENT][NEUTRAL] Um, this policy turned on [PII].
[CUSTOMER][NEUTRAL] OK, so the [PII].
[CUSTOMER][NEUTRAL] And then the [PII] and [PII]. OK.
[AGENT][NEUTRAL] Now, if you, if you think that, now you did have another um
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then the [PII] and the [PII].
[AGENT][NEUTRAL] Cancer policy that was active through [PII] of 24.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let's see. Hey, looks like you, then you had another policy that was active from [PII] and turned on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so, OK, and so it renewed again. I don't know if it's it's the, I don't know who they renewed it with if it's the same, but I thought it was the same people.
[AGENT][NEUTRAL] Yeah, I think that they are going with another provider you might want to check with your group administrator or benefits department and see who who they might have gone with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's OK because what I'm filing for is from um.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Prior to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK. So let me give you the correct policy number for that year. That was the one you gave me is the correct policy for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The 1289262.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you know there's no timely filing so you're fine.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, thank you. I was that was going to be my, my next question. Yeah, it's for my husband. He had a heart attack. And in [PII], well, he just passed away in [PII], but
[AGENT][NEUTRAL] Next question.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] Thank you. But uh, but anyway, so but I wanted to get the claim filed. And uh OK, and so you said, OK, so I can't do the portal. So, OK, what's the fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can mail it or fax it.
[AGENT][NEUTRAL] Our fax number to our claims department is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then what's the uh mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. OK, [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, alright, that sounds good. OK, well, I appreciate it. Thank you so much. That's all I, that's all I needed. I just want to um.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] It's been a pleasure.
[CUSTOMER][NEUTRAL] Uh, make sure that I got that turned in.
[AGENT][POSITIVE] Yes, ma'am, and we'll be happy to review it. now if anything else is needed, they will send you a letter in the form of an explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, sounds good thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, it's been such a pleasure, Ms. [PII], and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] No, no, I'm not gonna scare you. Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.