AccountId: 011433970860
ContactId: 15efc104-1339-469f-8090-7f870c0a6ca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354720 ms
Total Talk Time (AGENT): 210588 ms
Total Talk Time (CUSTOMER): 131010 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/15efc104-1339-469f-8090-7f870c0a6ca3_20250610T19:59_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] Uh yes, this is [PII], and I have a policy with you and I, I just had to have a Mose surgery for skin cancer, and I'd like to file a claim. Can you tell me how to go about doing that?
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to find out how to file a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] OK, it is 00745416.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your policy information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so any information, Miss [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. 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] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright thank you and the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, so thank you very much, Ms. [PII], for verifying all of your information for me. So, um, first question, do you use the internet very much?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, I'm terrible at it.
[AGENT][NEUTRAL] OK, and the reason I was asking that is because we do have a portal in which you could set up a profile and you could actually upload your documents there for claim submission.
[AGENT][NEUTRAL] And you can also have access to your information online. Now if that's not something you do, the next two alternatives to submitting a claim would be to.
[AGENT][NEUTRAL] Either fax it or mail it, but we can accept claims information via email.
[CUSTOMER][NEUTRAL] Um, so can I mail it through the regular mail?
[AGENT][NEUTRAL] You can, yes, ma'am. Now, the quickest way for you to have a
[CUSTOMER][POSITIVE] Yes, that's my best.
[AGENT][NEUTRAL] That's your best, OK, and that's fine. So are you able to print the claim form that you're gonna need from our website if I walk you through how to do that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I don't have a computer and I don't have a printer. All I have is a telephone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So what I can do, well, that's OK. I mean, I was just trying to see if we can make it a little quicker for you. So I can request that I can't.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] Yes, my children fuss at me all the time because they say, Mother, you've got to get into technology, but I'm just no good at it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, do you have, do your children live close to you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, they, they don't.
[AGENT][NEUTRAL] Oh, OK, OK, because I was gonna say I would just email you the stuff and you could forward it to them to print, but if they don't live close to you, that's not gonna be helpful either. So what I can do is I can request that the claim form be mailed to you. Now this is gonna take about 10 business days to receive.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] But on the claim form, the first page, it has all of the instructions, OK, for what you're gonna need to submit back to us with that claim form. Now at the bottom.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of that first page, it has our PO box and it also has a fax number.
[AGENT][NEUTRAL] If you were to decide that you could, you know, fax it from some place like a UPS store or somewhere like that, that would be the number to send it to, OK? But if you're gonna mail it, use that PO box in [PII] that's on the bottom, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I will um put it in this request to have this sent to you. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, no, thank you. You've been so helpful.
[AGENT][POSITIVE] Oh, well, it was my pleasure, Ms. [PII] speaking to you today. So if you do have any other questions that come up, please give us a call. Otherwise, um, thank you for calling APL today and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] All right. Bye-bye.