AccountId: 011433970860
ContactId: 1dd18e5c-f4fc-4443-a5c4-c16f76b8286e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177710 ms
Total Talk Time (AGENT): 63175 ms
Total Talk Time (CUSTOMER): 116021 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1dd18e5c-f4fc-4443-a5c4-c16f76b8286e_20250224T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, can you tell me, so we had, um, APL as our gap insurance um.
[CUSTOMER][NEUTRAL] But we didn't renew in December um, don't we still have, is there a period of time where we can still file a claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, you can file a claim at any time as long as the policy was active on your data service.
[CUSTOMER][NEUTRAL] That's, that's what I was saying so I tried to um create an account um so that I could do that and it wouldn't let me do that. So is it possible that do I need to just fax it instead maybe?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right, if the policy isn't active, you won't have access to the online service center because the the it's linked with our system, but yes, you can fax it or you can mail it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I could
[CUSTOMER][NEUTRAL] OK all right perfect that's what I needed to know so I'll get my facts together and then um and actually can you and I only because I'm not online right now can you um give me that fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure, let me see what type of policy you have. The fax numbers differ. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yep, so it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. May I have your policy number?
[CUSTOMER][NEUTRAL] Yep, so the policy number is 02054143.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Um, [PII] and mailing should be [PII].
[CUSTOMER][NEUTRAL] And what was the last thing?
[AGENT][NEUTRAL] Your mailing address.
[CUSTOMER][NEUTRAL] Uh, that was mailing, sorry, 44/11, yeah, that's oh, email, yeah, that's all right. I was like, wait a minute, no, I know there's another one, it's [PII].
[AGENT][NEUTRAL] I'm sorry, your email address. I'm sorry.
[AGENT][NEUTRAL] Thank you for that. And the fax number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and then I'll wanna print out obviously the claim form then right? so I'll need the claim form and then my documentation.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah OK all right perfect thank you so very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, do you know, like, once you send it in, is there kind of like a general time frame for how long it takes us to be processed?
[AGENT][NEUTRAL] Mhm. So usually it's around 7 to 10 business days for a turnaround.
[CUSTOMER][POSITIVE] OK, alright, perfect, so let's see where I can get that together. I scanned everything, so I'll just need to print it. OK, thank you so very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.