AccountId: 011433970860
ContactId: 0648ca59-fdf3-4ee6-b353-f31c2223ad46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384940 ms
Total Talk Time (AGENT): 148373 ms
Total Talk Time (CUSTOMER): 126754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0648ca59-fdf3-4ee6-b353-f31c2223ad46_20250425T16:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, can you hear me?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was trying to fill out a claims form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just go to the ATL.
[CUSTOMER][NEUTRAL] Website.
[AGENT][NEUTRAL] OK, so you're trying to um get help to fill out that form, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm trying to fill out an accident claim.
[AGENT][NEUTRAL] OK. So you just need basically just instructions, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And um yes, you can go to our website at [PII].
[AGENT][NEUTRAL] And you will click on claims and forms and click on the accident claim form.
[AGENT][NEUTRAL] Um, Mr. [PII], do you have the policy number so I can look at the product you have and I can give you better information.
[CUSTOMER][NEUTRAL] Do I have one now?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] A new claim or just listen, no, I don't have a policy number.
[AGENT][NEUTRAL] You don't have the policy numbers. OK. So you're gonna need that. So let's go ahead and search for that policy number, OK? Um, may I have the spelling of your first and last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, that was [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] All right. And may I have your date of birth, mailing address and email address for security?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. What's your mailing address just for verification.
[CUSTOMER][NEUTRAL] [PII], got your [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. OK, so, um, if you're ready, I can go ahead and give you the policy number that you're gonna need in that claim form.
[CUSTOMER][NEGATIVE] It looks like it's complicated.
[CUSTOMER][NEUTRAL] What is the way because it's not like Aflac Aflac, you just call, give them the information and they send you a check in the mail, but this.
[AGENT][NEUTRAL] You drive.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, we, yeah, we need the information by document.
[CUSTOMER][NEUTRAL] Yeah, I see, yeah, I'll probably.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It was the other way cause, cause that seems like.
[CUSTOMER][NEUTRAL] Another way just mail all the information is.
[AGENT][NEUTRAL] You can either mail it, fax it, or if you register online, you can upload your claim online electronically.
[CUSTOMER][NEUTRAL] I don't know. That's why it's all this complicated.
[CUSTOMER][NEUTRAL] Uh, what is the policy number?
[AGENT][NEUTRAL] Policy number is 02.
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] 1948.
[CUSTOMER][NEUTRAL] OK, so all, all I need is just when I went to the ER those release papers that they gave me.
[CUSTOMER][NEUTRAL] Because it's already have the, the number on there y'all can look it up and the same thing from my.
[CUSTOMER][NEUTRAL] When I had to have a
[CUSTOMER][NEUTRAL] Uh, an X-ray, well, all of that will be in there.
[AGENT][NEUTRAL] Yes, we just need the itemized bill and the claim form.
[CUSTOMER][NEUTRAL] I don't have the bill yet. Do I have to wait around on the bill before I ask you?
[AGENT][NEUTRAL] Itemized bill is.
[AGENT][NEUTRAL] Um, basically, the itemized bill is just the information on like what was the reason you had to go in, what type of procedures they did, the date of service, where did you go. It doesn't have to really have the charge amounts, but it has to have that information. So if that's what you're looking.
[AGENT][POSITIVE] Alright, then yeah, that's what we're gonna need.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] I can take screenshots of all of that information. Can I send it.
[AGENT][NEUTRAL] Um, you can, but you have to send it, like you have to create an account and upload it into the system.
[CUSTOMER][NEGATIVE] I can't mail it all.
[AGENT][NEUTRAL] Oh, you can mail it if you would like to mail it in. You can mail it, you can fax it, or you can upload it. Those are the three options.
[CUSTOMER][NEUTRAL] OK, and what's the website again?
[AGENT][NEUTRAL] And the website is [PII].
[CUSTOMER][NEUTRAL] Am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you, ma'am. I'll give it a try.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, ma'am. That'll be all.
[AGENT][POSITIVE] OK well thank you for calling ATO. Have a good day. Good weekend.