AccountId: 011433970860
ContactId: 006eab51-9ba8-4d40-91ee-5ca8d80b1e19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547530 ms
Total Talk Time (AGENT): 261243 ms
Total Talk Time (CUSTOMER): 210172 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/006eab51-9ba8-4d40-91ee-5ca8d80b1e19_20250515T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and uh my daughter got her here a couple weeks ago and uh I and I was talking to my uh insurance agent that I got uh.
[CUSTOMER][NEUTRAL] And do I need to go online and do a claim or how do I do it?
[CUSTOMER][NEUTRAL] She broke her arm, her wrist.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Yes, sir. OK, I can help you with the claim, sir. May I.
[AGENT][POSITIVE] Please get your call back number just in case the call gets dropped. I'll be able to call you right back.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and um, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] I have no idea what it is. I don't have no no policy, nothing, uh, I just know who my agent is.
[AGENT][NEUTRAL] OK, alright, I can look it up with your social if you'll please give that to me.
[CUSTOMER][NEUTRAL] It's uh 2.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Now we don't have the actual we got the X-ray report, but we don't have the actual X-ray. If we need them, I could get them I'd say, but we don't have the actual X-ray.
[AGENT][NEUTRAL] OK, that'll be fine, sir. We'll need the report though, um, let me look and see, um.
[CUSTOMER][NEUTRAL] I do have them.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My phone number is [PII] uh but they might have my company phone number on there which is uh [PII].
[CUSTOMER][NEUTRAL] Uh, and my address is [PII].
[AGENT][NEUTRAL] OK, now I've got the [PII], yes sir.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, well, the other one is my company number. Uh, my address is 6, my mailing is [PII], and what else do you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], but they might have my company on there which is [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you, sir. I appreciate you verifying all your information for me and um so you're wanting to file an accident claim uh was the um.
[AGENT][NEUTRAL] She broke her arm, of course, by accident. So, uh, what I'm gonna do is refer you.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yes sir, I'm gonna refer you to our website um that's a good place for you to start by signing up for the online service center so you can file your claim right there on the computer.
[CUSTOMER][NEUTRAL] OK, what do I need, uh, cause I, I
[AGENT][NEUTRAL] And let me, when you tell me when you're
[CUSTOMER][NEUTRAL] Well she sent me a uh my my agent sent me a paper and we didn't know whether we needed to do it online or what we needed to do with it.
[AGENT][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] Yes sir. OK, so the online service center is a good place for you to go because you can file your claim. You'll also get updates information that your claim was received and then also give you updates as far as where they are in the process of the claim and if there's any additional information needed, so when you're ready you let me know so you can write down this website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, hold on just a minute. I'll have my coworker write it down for me real quick while I'm driving. You write this down, [PII].
[AGENT][NEUTRAL] Oh goodness. OK. Well, you be careful out there driving.
[CUSTOMER][NEUTRAL] Oh yeah, I'm, you're on speaker. Open this up and write this web address down for me, please.
[CUSTOMER][NEUTRAL] There's a notebook paper paper in there you can just write it in the notebook.
[CUSTOMER][NEUTRAL] Alright, what is it?
[AGENT][NEUTRAL] It's secured [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and what would I do? Just go on there and then uh just file a claim with with [PII] and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, do it like that or what do I need to do?
[AGENT][NEUTRAL] So once you get into and you sign up the first thing you're gonna click is you're a new user.
[CUSTOMER][NEUTRAL] New user?
[AGENT][NEUTRAL] And then you're gonna
[AGENT][NEUTRAL] Yes, then you're gonna choose you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Individual, OK.
[AGENT][NEUTRAL] And then once you figure out what you want your username and password to be and you get inside the website you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK. Well, uh, if I have any trouble, I can call you back, right?
[AGENT][NEUTRAL] Right. And you're gonna choose the group accident claim form.
[CUSTOMER][NEUTRAL] Group accident, OK.
[AGENT][NEUTRAL] And it guides you from there. It all your information can be uploaded into that online center along with your claim form, and then you would submit it. It'll give you a confirmation number once we receive it on that group accident claim form that first page is a cheat sheet for you so you you can look at it and see exactly what you need to send in with your claim.
[CUSTOMER][NEUTRAL] OK, well, let me, let me write all this stuff down again. I'll have my guy do it so I don't forget none of it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, she said we're gonna go on there.
[CUSTOMER][NEUTRAL] And what was the first thing we'll do?
[AGENT][NEUTRAL] Go to claims and forms.
[AGENT][NEUTRAL] And you can get that.
[CUSTOMER][NEUTRAL] I mean, is that the very first thing?
[AGENT][NEUTRAL] Yeah that's the first well the first thing you're gonna do is go sign in you're gonna sign in as a new user.
[CUSTOMER][NEUTRAL] Yeah sign in as a new user which and then the individual right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then individual.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right, and when you go to claims and forms, it's the first claim form it says accident claim form.
[CUSTOMER][NEUTRAL] And then it's accident claim form, but I gotta go to uh group uh group.
[AGENT][NEUTRAL] You're gonna go to claims and forms once you're in the online service center and when you click on that you'll choose that accident claim form and download it.
[CUSTOMER][NEUTRAL] OK, I I choose accident claim form and download it. Uh, what did you say about group? Uh, don't I need to, uh, click on group policy or something?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] No sir, you, I said group accident claim form but it's the it just it doesn't have the group on there it just says accident claim form I'm sorry I confused you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's where the group was coming in, OK.
[AGENT][NEUTRAL] Yes, sir, um, but.
[CUSTOMER][NEUTRAL] All right, ma'am.
[AGENT][POSITIVE] That first page on that accident claim form gives you step by step instructions what you need to send in with your claim form that's filled out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All righty. Well, thank you.
[AGENT][POSITIVE] You're welcome and if you get stuck pick up the phone and call us and we'll walk you through it, OK?
[CUSTOMER][POSITIVE] Alrighty thank you very much appreciate it.
[AGENT][POSITIVE] You're, you're very welcome. I hope you have a wonderful day. Is there anything else that I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] No, ma'am. That was it. Thank you very much and I appreciate it and if I need you, I'll call you back.
[AGENT][POSITIVE] All right, please do. You take care, Mr. [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.