AccountId: 011433970860
ContactId: f8e22778-3963-4ceb-af14-4af63755187e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261238 ms
Total Talk Time (AGENT): 101513 ms
Total Talk Time (CUSTOMER): 117337 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f8e22778-3963-4ceb-af14-4af63755187e_20250602T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, I'm trying to, I'm calling to try to get an update on the claim I submitted a couple weeks ago. I was on the [PII], so just over a week ago. I tried logging back into the, um, website and for some reason it's telling me I don't have an account.
[AGENT][NEUTRAL] Um, yes, sir. Actually, um, our website has been updated. Um, I apologize if you didn't receive the mail out. Um, what you would need to do is go to the website and, um, recreate your account, and from there you'll have access to all of your policy information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, so just go ahead and go and recreate everything. I got you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect, perfect, perfect, then I can do that. That should be easy enough.
[CUSTOMER][NEUTRAL] I would be insured. OK, I'm the insured.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK awesome that's just making me redo it.
[AGENT][NEUTRAL] OK, and in the meantime, I could look up the claim for you if you like.
[CUSTOMER][POSITIVE] Yeah, that would be great if you can. I don't know what I need to give you.
[AGENT][NEUTRAL] Um, well, first, I'll need your name again and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] But um what do you need from me?
[CUSTOMER][NEUTRAL] Yeah, my phone number is [PII], my phone number. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And I will need your policy number and if you don't have that, I can look you up by your social.
[CUSTOMER][NEUTRAL] Uh, all I have is my social. It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Please repeat your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. Now, please verify your um date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII] [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now please verify your email address.
[CUSTOMER][NEUTRAL] It's my name with a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And yes, I do.
[CUSTOMER][NEUTRAL] I'm trying to log in and it's giving me a.
[CUSTOMER][NEGATIVE] It's giving me a claim not verified email address when I try to set up my account. That's weird.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I wonder if it's because I already have one.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh wait, there it goes. OK, never mind. I guess I just did it too quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead, sorry.
[AGENT][NEUTRAL] No problem. And yes, sir. I do show the claim that you um submitted and it's actually denying because we need your diagnosis code. So once you get the diagnosis code from your provider, you can resubmit the claim and we'll reprocess it for payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] From my insurance provider or from the medical provider?
[AGENT][NEUTRAL] From the medical provider. Um, under this policy, we only services that are related to illnesses or injuries. That's why we need your diagnosis code and you can get that from your um provider.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEUTRAL] I should, I should be able to call them then and get that, OK.
[AGENT][POSITIVE] And yes, sir, we would need it um.
[CUSTOMER][NEUTRAL] All right, I will do that then.
[AGENT][NEUTRAL] And um just make sure that they place it on documentation. Normally it's on a statement or they can um give you um give you a letter to submit to us. It has to be on documentation from the provider's office.
[CUSTOMER][NEUTRAL] OK, yeah, no, I'm sure I'll have them emailed to me on letterhead or something like that.
[AGENT][NEUTRAL] OK. Is there anything?
[CUSTOMER][NEUTRAL] Is that was that perfect? Is that good or?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, no, no, that would be it.
[AGENT][POSITIVE] OK. I thank you again for calling ATL [PII]. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Mhm, thank you.