AccountId: 011433970860
ContactId: 12b02180-b55f-4814-bbbe-04e59cee4e27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649059 ms
Total Talk Time (AGENT): 250183 ms
Total Talk Time (CUSTOMER): 256050 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/12b02180-b55f-4814-bbbe-04e59cee4e27_20250424T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. I was trying to file a claim online, but I don't know the website to go to.
[AGENT][NEUTRAL] OK, so you're wanting to find out what websites they claim, is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, ma'am, so I can file a claim.
[AGENT][POSITIVE] Uh, yes, sir, I can help you with that, and I'm so sorry. What was your first name again, please?
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][POSITIVE] OK, Ms. [PII], thank you. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mr. [PII], thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your phone?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It's 716-752.
[AGENT][NEUTRAL] Did you say 716-752?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, we do have ad address on file for you, Mr. [PII].
[CUSTOMER][NEUTRAL] You probably have uh uh one team Johns world.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] OK, here.
[CUSTOMER][NEUTRAL] That's my old address.
[AGENT][NEUTRAL] OK, thank you. So we'll come back to your address. OK. OK, well, we'll come back to that in a moment. Let's go ahead and finish verifying everything else. Um, the phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Well, I might have [PII]. You know, I changed up so much.
[AGENT][NEUTRAL] OK, it's the 2nd [PII], [PII]. It's what we have on file.
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, uh, let's see, just want to get back to your address.
[AGENT][NEUTRAL] OK, so what is your new address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the zip code is the same?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just gonna repeat that back. [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now Mr. [PII], have you updated that with your employer?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK alright I just wanted to make sure because sometimes when it doesn't get updated with the employer then it will revert back to the old address in our system even though I have changed it. OK, so the website that you would go to to file your claim is secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you
[AGENT][NEUTRAL] Remember your user name that you set up for the a center?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You said it was secured.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I really don't. I, I don't remember that.
[AGENT][NEUTRAL] Calm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My information. I probably, I'm pretty sure I put in a note in my phone and check real quick.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, well, that, no, I can provide, I can provide you your username.
[CUSTOMER][NEUTRAL] I should be.
[AGENT][NEUTRAL] But if you don't remember your password, you will just have to set a new password because I do not have access to that but your username, it's your first name.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And your last name altogether and the capitalize is the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything else is lowercase. So it's [PII].
[CUSTOMER][NEUTRAL] Is the [PII] too?
[AGENT][NEUTRAL] No, sir. The [PII] is the only capital letter. So it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm pretty sure I can go straight to it. Let me see. OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh right now hold on.
[CUSTOMER][NEUTRAL] Just to make sure.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] So it's uh the uh website is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Did that page pull up for you?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, that's, that's you know. Uh, now I do have another question.
[CUSTOMER][NEUTRAL] Uh, maybe you can help me with. So when I initially hurt myself, I went to the hospital.
[CUSTOMER][NEUTRAL] And I got treatment.
[CUSTOMER][NEUTRAL] And then I had to go to my doctors for a follow-up. They had to do some, some tests um and some uh scans.
[CUSTOMER][NEUTRAL] Uh, do they count as my initial treatment or only get credit for what I did the very first day when I went to the emergency room? How does that work?
[AGENT][NEUTRAL] So if it's all related to the same accident, then that would be
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes sir, that would be related.
[AGENT][NEUTRAL] If your appointments were related to that accident, yes, sir, to the same injury. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, OK. That's all I need to know. Um, when I get on this.
[AGENT][NEUTRAL] Well, alright then, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm sorry I'm, I'm gonna get on this and uh try to get information sent in another thing because I was waiting on some information. I'm not exactly sure that I might, I might not need because I think my, my policy only cover up to like $2000 of, of emergency room visit.
[CUSTOMER][NEUTRAL] And uh and with my two appointments, it equals over $2000 but
[CUSTOMER][NEUTRAL] Uh, I'm waiting on some other information and it may come later. So for some reason.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm gonna hit the $2000 mark. I need some information later and they get me over there.
[CUSTOMER][NEUTRAL] I think, is not initial is on it's like $100.
[AGENT][NEUTRAL] So you're
[CUSTOMER][NEUTRAL] But the other information I'm waiting on is like another 1000 that that other 000 will put me over 2000. Should I wait or can I do it 6?
[AGENT][NEUTRAL] Uh, no, no, I mean, you can do as it's, as you have your information together. And then again, we would, the max benefit, yes, sir, according to this policy.
[AGENT][NEUTRAL] would be 2000
[AGENT][NEUTRAL] So once that has been reached, I mean that would be the maximum benefit.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Did that answer your question?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, I think so. I think so.
[AGENT][NEUTRAL] Continue processing claims related to this injury a maximum benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Whether you submit it all at once.
[CUSTOMER][NEUTRAL] And I, I got another question.
[AGENT][NEUTRAL] Or along the way.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and you know how long do it do it take to to process and all this stuff?
[AGENT][NEUTRAL] Um, to review a claim, it's typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Approximately, unless, you know, we're in need of additional information.
[AGENT][NEUTRAL] But once you submit any documentation to us, it's 7 to 10 days from the typically it's around 7 to 10 business days from the date it's received.
[CUSTOMER][NEUTRAL] That's pretty fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, hopefully I have the rest of my information for the next 10 business days, but I'm pretty sure I should.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, do you have any other questions for me at the moment, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. I appreciate your time.
[CUSTOMER][POSITIVE] Thank you and have a nice day.
[AGENT][POSITIVE] Absolutely, we can help you with it anyway. I hope you have a nice day too, Mr. [PII]. Thank you again for calling APL today.
[CUSTOMER][NEUTRAL] All right bye bye.