AccountId: 011433970860
ContactId: 0d09ae6e-e41b-498f-9876-02fa6c948ebc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240380 ms
Total Talk Time (AGENT): 53271 ms
Total Talk Time (CUSTOMER): 125351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0d09ae6e-e41b-498f-9876-02fa6c948ebc_20250521T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, I have a question about filing a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I see on there where I can print.
[CUSTOMER][NEUTRAL] A form and fill it out and mail it in or you can it says to submit online to click and sign in so if I do that and then I go to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The file a claim, it just says upload.
[CUSTOMER][NEUTRAL] Try to get back to it, um.
[CUSTOMER][NEUTRAL] Upload documents but it doesn't have like for you to I guess put the information that the handwritten one does.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is there more to it or do I just fill that out?
[AGENT][NEUTRAL] OK. What is your name and the policy number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And give me a second, I'll have to find the policy number.
[CUSTOMER][NEUTRAL] OK, I'm logged into my account. The policy is 2010635.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] And are you trying to what type of claim are you trying to file?
[CUSTOMER][NEUTRAL] Hospital admission.
[AGENT][NEUTRAL] OK, so we would need the claim form and the itemized hospital bill.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] I have the itemized hospital bill, but claim form, only thing when I click to do it online, the only choice it gives you is to upload files. It gives you two choices file a wellness claim or upload files.
[AGENT][NEUTRAL] Yes, ma'am. You have to upload the documents if you're submitting through the online service center.
[AGENT][NEUTRAL] So you can say the claim form to your computer and then upload the documents.
[CUSTOMER][NEUTRAL] So what do
[CUSTOMER][NEUTRAL] OK, so I need to go to.
[CUSTOMER][NEUTRAL] Where the one where it says mail in and actually print that form.
[AGENT][NEUTRAL] Uh, you can mail it if you can, if you can mail the claim, I'm sorry.
[CUSTOMER][NEUTRAL] Well, no, I mean, I, I mean that's the only place I can find it to get it right? It's where it says mail paper form download and complete the appropriate form. Is that the form that I need to print, fill out, and upload?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so when I do that do I need to send you the same um.
[CUSTOMER][NEUTRAL] Same form, same itemized documents for like the emergency room benefit.
[AGENT][NEUTRAL] Uh, for any claims, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, alright, well I'm at work and I've got someone walking in, so I will call back, OK?
[AGENT][NEUTRAL] OK, um, well, thank you for calling APO, Ms. [PII], bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.