AccountId: 011433970860
ContactId: f9fc11b6-289c-47f8-a7b6-4e8ceb47a7f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191550 ms
Total Talk Time (AGENT): 87675 ms
Total Talk Time (CUSTOMER): 83360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f9fc11b6-289c-47f8-a7b6-4e8ceb47a7f6_20250228T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, good morning, um, I'm just gonna go ahead and fill out an accident claim, um.
[CUSTOMER][NEUTRAL] When I go online it says that um you know I can file a wellness claim.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It doesn't say accident claim. Is there no way for me to file an accident claim online or is that just I gotta do the paperwork and mail it in.
[AGENT][NEUTRAL] OK, uh, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, uh, my name is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Um, no, the accident claims needs to be sent in with the claim form. Um, there's not electronic submission. The only electronic submission we have is wellness.
[AGENT][NEUTRAL] There has to be a claim form plus the diagnosis um the itemized bills with diagnosis quotes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, I mailed that in.
[CUSTOMER][NEUTRAL] Um, and I
[CUSTOMER][NEUTRAL] I pay for the postage on that.
[AGENT][NEUTRAL] Oh no, you don't have to mail it um you can upload it into your account like you can save it into your computer and then upload it to your account so you can do it electronically like that but it's not like a um electronic completely electronic claim like wellnesses you know the wellness you just put.
[AGENT][NEUTRAL] In the information and it creates everything for you. It creates the form and it creates everything. um, the other ones um are not electronic, so basically you need to go to the website, get the claim form, fill it out, and um, then you can upload it to your account together with the itemized bill.
[CUSTOMER][NEUTRAL] OK, so I, I go over here to um under my claims I go to upload files.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And that's why I uploaded.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um, second question I have um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have a worker's comp claim. I was injured on the job and usually I do the explanation of benefits and I send it in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they, they send the explanation of benefits directly to the workers' comp.
[CUSTOMER][NEUTRAL] Company. So I have been unable to get those documents, the specific documents like CPT codes I guess y'all are looking for.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I guess I'm gonna upload and send you what I have.
[AGENT][NEUTRAL] Uh-huh, you can do that.
[CUSTOMER][NEUTRAL] And I, and then, yeah, can you hear me?
[AGENT][NEUTRAL] Yeah, I, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, good. mhm yes, you can, you can do that. You can go ahead and send what you have and let us look into it and see what else we need.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right cool I'll get started then thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any other questions?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.