AccountId: 011433970860
ContactId: 0eb6f16b-78d3-48ce-9a93-37c544a35abf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511899 ms
Total Talk Time (AGENT): 232232 ms
Total Talk Time (CUSTOMER): 213236 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0eb6f16b-78d3-48ce-9a93-37c544a35abf_20250508T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, my name is [PII]. Um, I'm an agent for ATL, um, um, relatively new agent. Um, I have an employee who is gonna be filing an accident claim. Um, how many of the 5 pages do they need to fill out?
[AGENT][NEUTRAL] How many of the pages do they need to fill out for the for accident?
[CUSTOMER][NEUTRAL] Yeah, because, because I've never seen a 5, I've never, yeah, I've never seen a 5 page claim form for an accident policy, um, because I represent like other companies as well. um, so the first page of it, um, is sign up or log in now. I, I probably need to add some um information for him for the online services.
[AGENT][NEUTRAL] OK, and did you get the claims form from us from the.
[CUSTOMER][NEUTRAL] Yeah, off the website.
[AGENT][NEUTRAL] Um, to be honest, I'm gonna have to get you over to the claims department to, um.
[AGENT][NEUTRAL] To ask that question, uh, I would think all of it, but they could they could have something they it could be completely different for the claims department since that's not necessarily what we deal with, um, but if you give me a minute I can get you someone in claims.
[CUSTOMER][NEUTRAL] I just have never seen a 5-page claim form for an accident policy because typically they make it just really easy, you know, to file a claim. And so I was just surprised about the 5 pages and it says file claim using the online services for the faster payment but um direct deposit and more. And if I send this as a PDF um it says sign up or log in now and, and if he's not gonna know how to do that, I'm gonna have to answer a bunch of questions.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I can get you to the claims department. The OSC is just an online service center that we have that you can he he can do it on like his own like he can sign up for his own OSC or you can do it for the group and then you can file claims for individuals on the OSC, um, but let me get you to claims and then I can, and then maybe they can help answer the question about 5 pages.
[CUSTOMER][POSITIVE] OK, OK thanks bye.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you doing?
[AGENT][NEUTRAL] I'm good. I have a broker on the line and she has a claims question about our accident form. Um, I don't know if you want to talk to her if you just wanna answer the question, and then I can let her know. She's trying to file an accident claim and she's stating that she's never seen an accident claim form have 5 pages and if all 5 pages need to be filled out, it's like, well, um, I'm sure, but let me just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Make sure with claims, but
[CUSTOMER][NEUTRAL] So you can let her know that the first page of the claim form lists all the instructions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So depending on whatever they're filing for it'll list what's needed.
[CUSTOMER][NEUTRAL] Um, the, the statement I've insured has to be filled out. Um, the only thing that there's like a question on is the physician's statement. If there's, if they see multiple doctors, then they can send in the medical records.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah, everything needs to be filled out in its entirety.
[AGENT][NEUTRAL] And really, I like, I was gonna say, yeah, that's what I said. I was like, yeah, I'm pretty sure, but um and really 4 is not that big of a deal, and then 5 of 5, that's the that's the physician statement that you're talking about.
[CUSTOMER][NEUTRAL] Mhm. The doctor signs that one.
[AGENT][NEUTRAL] This, so this is the.
[AGENT][NEUTRAL] That's for the actual doctor. OK. And then she can send in medical records.
[CUSTOMER][NEUTRAL] Mhm, 505.
[CUSTOMER][NEUTRAL] And then, um, so she's really only filling out.
[AGENT][NEUTRAL] The first page.
[CUSTOMER][NEUTRAL] What? She's really only filling out 2 and 4.
[AGENT][NEUTRAL] I was gonna say yeah 2 and 4 really, right?
[CUSTOMER][NEUTRAL] Mhm, cause 5 is the doctor and the
[AGENT][NEUTRAL] First one is just instructions.
[CUSTOMER][NEGATIVE] This one here is just like verbiage. Yeah, and page 3 is just like verbiage 2. So she's only
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She only has to fill out 2.
[CUSTOMER][NEUTRAL] And 4, and then 5 at the doctor.
[AGENT][POSITIVE] OK, I appreciate you explaining that to me because now I feel comfortable if I get another question like this. Thank you.
[CUSTOMER][POSITIVE] You're very welcome. I hope you have a good day.
[AGENT][POSITIVE] Hope you have a good day. Yes, enjoy. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Are you still with me, [PII]?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, so the claims department just stated that the first page is just instructions and really you're only you're gonna fill out 2 and then you're gonna fill out 45 is for the doctor.
[CUSTOMER][NEUTRAL] OK. And that would be a disability claim, right? There, there wouldn't be any need for a doctor to do anything with an accident, right?
[AGENT][NEUTRAL] Um, I mean,
[AGENT][NEUTRAL] I would think of
[AGENT][NEUTRAL] I would think that they would need to fill this out if there was. I mean, you can submit medical forms though, as an alternative, like if there's medical forms that the um
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Employee has
[CUSTOMER][NEUTRAL] Well, that that is typically what I've done in the past is um is that they send the bill um along with their claim form um to the number on the claim form is that not the process with APL?
[AGENT][NEUTRAL] No, the claims claims stated that the entirety of the form has to be filled out for an accident claim.
[AGENT][NEUTRAL] So all of, yes.
[CUSTOMER][NEUTRAL] So all 5 pages.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, alright, um, and what is the website that it says log in, um, what is that website?
[AGENT][NEUTRAL] So it's just our APL website, so [PII].
[AGENT][NEUTRAL] [PII] um you do have to set up an OSC account though, um, so you do have to go through the process.
[CUSTOMER][POSITIVE] That's good
[CUSTOMER][NEUTRAL] Would the agent do that? Or were the in, in
[AGENT][NEUTRAL] Uh, yeah, you can.
[AGENT][POSITIVE] Yeah, so that we can.
[CUSTOMER][NEUTRAL] No, uh, the like, OK, wait just a second. Whenever I send this, um, form to this employee, um, is that something that he can do himself?
[AGENT][NEUTRAL] Um, yes, he does. There are instructions though on how to set it up.
[AGENT][NEUTRAL] We have an OSC account, uh, not on the page, no let me see if.
[CUSTOMER][NEUTRAL] OK, on that page.
[AGENT][NEUTRAL] And I believe that once he whenever he signed up, he should have received an OSC like welcome letter.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See if I can pull this up.
[AGENT][NEUTRAL] I mean I can definitely email this to you and you can email it to him um just an overview for an individual that's insured to sign up for an OSC.
[CUSTOMER][POSITIVE] OK, that'd be great. I, that would be fantastic if you do that. OK, it's um it's [PII] [PII] [PII]
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will send this to you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, I probably want to sign to send that along with the accident um claim form because he's very needy. He's a very needy um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yeah, I I just sent it off to you, so hopefully you'll get it.
[CUSTOMER][POSITIVE] OK, OK, thank you very much. You have a great day.
[AGENT][NEUTRAL] Just a bit. Of course, yeah, you too. Bye.
[CUSTOMER][NEUTRAL] Bye.