AccountId: 011433970860
ContactId: 170a74e9-6bad-49e9-9490-4bbe476e6811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476529 ms
Total Talk Time (AGENT): 102625 ms
Total Talk Time (CUSTOMER): 141219 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/170a74e9-6bad-49e9-9490-4bbe476e6811_20250505T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII].
[CUSTOMER][NEGATIVE] And uh I was trying to file a claim online and I guess I entered my password too many times incorrectly and it's kicking me out.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] It is a second, it is 716752.
[AGENT][NEUTRAL] And what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What type of policy do you have with APL?
[CUSTOMER][NEUTRAL] Is a supplemental policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And what's your date of birth and uh mailing address to [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm showing a different one. It's [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But it's different
[AGENT][NEUTRAL] Right, that's the one we have.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] OK, so we've unlocked your account.
[AGENT][NEUTRAL] And so you may have to reset your password or you could try using your old one.
[AGENT][NEUTRAL] Are you, you said you entered it several times?
[CUSTOMER][NEUTRAL] Yes, and I think I, and when I called the number, I didn't realize that I had put the password in, in the context.
[AGENT][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] it's the, but I think I changed it since then so I'm gonna try.
[AGENT][NEUTRAL] I'll hold the line to see if it if it works.
[CUSTOMER][NEUTRAL] Uh, let me try and look at my.
[CUSTOMER][NEUTRAL] Nope, I changed it and I didn't change it on my phone, so.
[AGENT][NEUTRAL] OK. Were you?
[CUSTOMER][NEUTRAL] Uh, they work
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] You just sent me a number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm changing, I'm changing it now. It's some other information I need to get from you as well, so.
[CUSTOMER][NEUTRAL] Yes, one second.
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEGATIVE] Uh, like the fax number because I'm having problems with.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm having problems with trying to file it online even before this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was gonna try to see if you just give me the fax number so I can do a a a paper claim and fax it in.
[AGENT][NEUTRAL] Sure, versus
[CUSTOMER][NEUTRAL] fighting for.
[AGENT][NEUTRAL] OK, OK, you want a claim form or you want the fax number to submit your information?
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so do you want me to email you the claim uh form to the address that you verified?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me go back there.
[CUSTOMER][NEUTRAL] Do that I use
[AGENT][NEUTRAL] So I'm sending it to [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just emailed you over the claim form.
[AGENT][NEUTRAL] And then let me know when you're ready for the fax number to submit the claim.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Oh, I got another question, uh, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When I went to the hospital and I got all my bills and stuff together, uh, I went to the hospital to the emergency room.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] They gave me one bill and then I, then I had to go back to my uh family doctor that Monday. This happened on a Saturday. They send me back to my family doctor that Monday for a follow up and they sent me back to the hospital for X-rays.
[CUSTOMER][NEUTRAL] Those are two separate deals on 2 separate dates for the same accident. Do I, do I follow this one or do I have to do them separate?
[AGENT][NEUTRAL] You mean as far as faxing them to us?
[CUSTOMER][NEUTRAL] No, it's fouling.
[AGENT][NEUTRAL] Yeah, you could send them at the same time if you, if you have them.
[CUSTOMER][NEUTRAL] Because uh
[AGENT][NEUTRAL] Because it should, it should show the date of service for each of those.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, it's gonna have different data services. I didn't know if it's gonna only because I know I only get paid like $2000. So one is like $1200 and the other one was like $1700. I was like, yeah, are they only gonna pay the one from the initial date.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'll go ahead and send them both.
[AGENT][NEUTRAL] Yeah, and if, if it, if it maxes out your benefit maxes out on one, we'll still process the other one and just let you know that, but I would send them both in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to be reviewed.
[CUSTOMER][NEUTRAL] OK then
[CUSTOMER][NEUTRAL] Alright, that's what I'll do.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] That'd be all, sweetie, thank you.
[AGENT][POSITIVE] All right, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Uh bye-bye.