AccountId: 011433970860
ContactId: ec501678-69fb-421c-b821-aefc54c7c8e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 932890 ms
Total Talk Time (AGENT): 385938 ms
Total Talk Time (CUSTOMER): 354968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ec501678-69fb-421c-b821-aefc54c7c8e9_20250520T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I sent a fax about an hour ago and just need to make sure that the um claims department got it.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Just a minute
[CUSTOMER][NEUTRAL] 2361481
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] And what's the address on that account?
[CUSTOMER][NEUTRAL] I don't know if you have [PII] or [PII].
[AGENT][NEUTRAL] OK. Uh, looks like we've got the [PII].
[CUSTOMER][NEUTRAL] OK, so it's OK.
[AGENT][NEUTRAL] And who is the fax for?
[CUSTOMER][NEUTRAL] It was for the APL claims department.
[AGENT][NEUTRAL] I mean, was it for yourself or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me see, I don't have access to see if we received them, and they usually take a couple of days to get indexed into the system, but let me check and see if the, um, our claims department.
[CUSTOMER][NEUTRAL] OK, send a fax and I said to call back to see if they got it so.
[AGENT][NEUTRAL] OK, OK, hold on one moment, OK?
[CUSTOMER][NEGATIVE] And it's the last time I did a couple months ago, y'all never got it.
[AGENT][NEUTRAL] OK, uh, what time, what approximate time did you send it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, 3:13.
[AGENT][NEUTRAL] 313, and then how many pages?
[CUSTOMER][NEUTRAL] Um, a bunch.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] 123456.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 78
[AGENT][NEUTRAL] Hey, OK, give me one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Again, this is [PII] on the care team, and I have a member on the line that she wanted to see if we received a fax. Um, are y'all able to see that? Cause I don't know where to look.
[CUSTOMER][NEUTRAL] Um, we are, it's a very manual process though, um, so it takes some time, um, does she know who it should be coming from, like, was it coming from her was it coming from a provider?
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Oh, can you hear me? Sorry.
[CUSTOMER][POSITIVE] Yes, I can now.
[AGENT][NEUTRAL] I, I don't know, it hit me by accident. OK, um, she said that she spoke with someone. I was trying to check the notes, uh.
[AGENT][NEUTRAL] Well, I don't have any notes in here, uh, to, to call back and check and see if we received it, so I didn't know if if if you were able to check or not. I can tell her there's not a way for us to check, um, but I have so many that much.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, what's the policy number because we got something in the claims help chat earlier. I just wanna see if that's what [PII] sent over.
[AGENT][NEUTRAL] OK, that's 2361481.
[CUSTOMER][NEUTRAL] No, that was not the one that [PII] sent.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what we're asking is that.
[CUSTOMER][NEUTRAL] We ask that they allow a call back because it's a manual process and we'll have to go through the faxes that have been received and are in indexing manually um so it takes we just need time to research it basically um so what we need if possible is the fax number it should be possibly coming from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The name of the provider and their contact information and about what day and time it was sent if they know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that just kind of allows us and then what we're requesting is a is like a um hub request be submitted yeah so that we can get that researched because like I said I can go through it but it would take me the rest of the day and I still wouldn't get through everything that was received likely especially if it was recent because sometimes it takes 24 to 48 hours to even get everything indexed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so it, it just takes time. So if she will allow a call back I don't know who she spoke to before, and especially if you don't have any notes, um, but that's the information we need and we'll need a hub request and and some sufficient time and somebody will give her a call back as soon as it's been fully reviewed.
[AGENT][POSITIVE] OK, OK, I'll let her know. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks, bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK, I'm so sorry about that. Um, so it, it does take us 24 to 48 hours to index those because we see received so many faxes, so I can put in a request, um, for that to be researched and then they can call you back and confirm that we received it, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you know what fax number it would have been coming from?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. 3:13, today's date, 8 pages. Is that right?
[CUSTOMER][NEUTRAL] Yeah, oh yeah.
[CUSTOMER][NEUTRAL] Yeah, 5, yes. What did you say 3:13.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 3:13.
[CUSTOMER][NEUTRAL] Oh, at 3:13 I was like, today at 3:13 please.
[AGENT][NEUTRAL] No, the time.
[CUSTOMER][NEUTRAL] You confuse me. Hey, so how I have a question. How do I, what's, what's the website?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the website. What's the website?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, the website, uh, for our, we have two websites. There's just our general website which is [PII]. That's where you can like download forms and such, but then there's our secured website.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The ones for the claim for the accidental claims.
[AGENT][NEUTRAL] Um, where to upload on your online account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, that one is secured. [PII].
[CUSTOMER][NEUTRAL] Secure hold on, I can't spell [PII]. Sorry, secured what? What is it? I'm sorry.
[AGENT][NEUTRAL] A secured. [PII].
[CUSTOMER][NEUTRAL] OK, now I have no idea what my username and password is. I know that I tried to reset my password earlier because I went to an old email found this email this website.
[CUSTOMER][NEUTRAL] Um, but I don't, I can't reset if I don't know my username.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] And I found one in one of the emails that had sent me, but it was not correct.
[AGENT][NEUTRAL] OK, let me, uh, do you know if, if you filled out a HIPAA release form on this account because we've got your spouse as the insured.
[AGENT][NEUTRAL] So he's the only one I can release the username to.
[CUSTOMER][NEGATIVE] Hell, I have no idea. I mean, I, they told me last I faxed something and then I never check back and then I call back I'm like, What's this that like we never got anything, so they will upload to your, uh, portal.
[CUSTOMER][NEGATIVE] Which we've had a crazy ass year so I don't know what I've done with it, um.
[CUSTOMER][NEUTRAL] But I look back in my emails and I don't know. I mean they gave me a a a a uh.
[CUSTOMER][NEUTRAL] What you call it, um, a log in.
[CUSTOMER][NEGATIVE] The number but that's not right.
[AGENT][NEUTRAL] OK, is uh [PII] available?
[CUSTOMER][NEUTRAL] No, he's, well, he is calling on his phone, he's driving. He's not here though.
[AGENT][NEUTRAL] OK, um, yeah, I, I'd have to talk to him to or get at least get authorization to release it to you, um, and then I would need that, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, because can't I upload all this on the on my.
[CUSTOMER][NEUTRAL] Portal somehow or another where I make sure it gets to you faster, make sure it's getting done.
[AGENT][NEUTRAL] Yes, yeah, yes, you can definitely do that. I just, like I said, I can't give, I can't release. I don't have a hip.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, can I give you his number to call him?
[AGENT][NEUTRAL] Um, are you, I can, sure, I can call him, uh-huh.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] It has to be the number that talk.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] It's it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna text him and tell him to answer the phone just in case it comes up weird.
[AGENT][NEUTRAL] OK, give me just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, can I speak to [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, [PII], um, this is [PII] from American Public Life, and I have your spouse on the phone and I needed to verify with you that it's OK to release um your username to her. Um, so I wanted to verify a few pieces of information. Could you verify your first and last name?
[CUSTOMER][POSITIVE] Uh, [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] Who's this?
[AGENT][NEUTRAL] This is American Public Life.
[AGENT][NEUTRAL] And I have your spouse [PII] on the phone. She's she's wanting to get your username to your account.
[AGENT][NEUTRAL] For your
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, um, so in order for me to release that I have to verify some information from you. What is your date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and then your address?
[CUSTOMER][NEUTRAL] Uh, [PII] like uh.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Right right [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] Uh, is it [PII] [PII]?
[AGENT][NEUTRAL] Yes, OK, and are you OK with me giving her your user name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And password whatever.
[AGENT][NEUTRAL] Uh, OK, well she'll have to reset the password, but I, I, I because I don't have that information, but OK, I just wanted to verify that that was OK and get your permission, OK?
[CUSTOMER][NEUTRAL] I needed the short term or the incidental or what insurance is it?
[AGENT][NEUTRAL] This is the group accident.
[CUSTOMER][NEUTRAL] So if I have, uh, do you know what's covered and what's not covered?
[AGENT][NEUTRAL] Uh, under your accident policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So, yeah, um, it's just based on certain accidents, so it has to be certain diagnosis. Um, so, let me see.
[CUSTOMER][NEUTRAL] So, so what if I have a, had a problem in on my throat and I got a like a uh a cyst on my my vocal cords would that count or cover.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah, we do your group accident, group critical illness and hospital indemnity. Um, it depends on what the diagnosis is, so it's something you could definitely submit for us to review, but it depends on the diagnosis. I know under the accident policy, it's likely not because those are truly due to like an accident like break your bones or you have like an amputation or things like that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, critical illness is usually like heart attack, stroke.
[AGENT][NEUTRAL] Um, cancer, things like that. So,
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Not, not quite sure that it would fall under that, so.
[CUSTOMER][POSITIVE] Alright, thank you, that'll work.
[AGENT][NEUTRAL] OK alright I will let, I'll get back on the line with her and I'm gonna release your username, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] No right.
[AGENT][NEUTRAL] OK, thank you for that. Uh, I got a hold of him, got his authorization. Let me give you your, let me get this pulled up real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, it doesn't look like you've set an account up. Have you filed online before?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've, I've faxed everything.
[AGENT][NEUTRAL] OK, um, so you'll go to that secured. [PII].
[CUSTOMER][NEUTRAL] Come on here just create a new account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, it has to be from a laptop or desktop.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's new user, you're an individual.
[AGENT][NEUTRAL] You will need his full social, no dashes.
[CUSTOMER][NEUTRAL] OK, I don't have that. I'll wait to get home.
[AGENT][NEUTRAL] OK. Um, but yes, so you'll do the last name, full social note, no [PII], got that [PII] address, so that zip code, um, his work email address, and then his date of birth. So it has to be all through his information.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, and then I will, I'll put in a request for us to research, um, that you know, confirm that we received the fax, um, like I said, it usually takes 24 hours or so to index them even into our system. So, um, is that is that [PII] is that the right number to call you back?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's the fax number
[AGENT][POSITIVE] Oh, that's the fax number that's right. OK, sorry about that.
[CUSTOMER][NEUTRAL] Yeah, my, my, my cell phone is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I'll use that number, um, as the reference number to give you a call back and let, and we'll let you know that we've received it, um, or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK. Thanks for calling [PII]. I hope you have a great day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too alright bye bye.