AccountId: 011433970860
ContactId: 28bca2c7-5cd2-4fdf-9624-51ca731b73b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359980 ms
Total Talk Time (AGENT): 152128 ms
Total Talk Time (CUSTOMER): 147300 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/28bca2c7-5cd2-4fdf-9624-51ca731b73b1_20250326T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I am wanting to file a, um, a claim on an accident, and I'm try I've never done it before and I'm trying to go online and do it and when I'm trying to, I'm a new user and it's saying that they can't recognize me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to call this number, so I don't have my, I just put my social security and I don't have a member ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's OK. Um, I can definitely help you with the online service center. That just means something, something is not matching. I just have to figure out what it is and um correct it. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And may I have your social whenever you're ready?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[AGENT][NEUTRAL] OK, here we go and.
[AGENT][NEUTRAL] Um, which of the three policies did you say it was for? I don't know if you mentioned it.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] Um, so you have 3 policies with us. Which one did you want me to pull?
[CUSTOMER][NEUTRAL] It's for the, the, for an accident.
[AGENT][NEUTRAL] Like which one are you?
[AGENT][NEUTRAL] Accident, OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I got it here. Hold on one moment it's coming up now.
[CUSTOMER][NEUTRAL] For emergency accident, emergency room.
[AGENT][NEUTRAL] Here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my email, I'm not quite sure it might be [PII].
[AGENT][NEUTRAL] So, so this one looks like your work email.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] Oh, OK. So, yeah, can I change that?
[AGENT][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] And um, can we just verify the work email just because it's what's on file now and then I can change it for you.
[CUSTOMER][NEUTRAL] Yes, it might be, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am. And what would you like me to change it to?
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so let me save this.
[AGENT][NEUTRAL] And now if you wanna, um, depending on which part you're on, do you see cancel to the like the bottom left of the square that you're working in?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead and hit cancel and then go to I'm a new user and go through the steps again. It should, it was probably that email.
[CUSTOMER][NEUTRAL] OK, let me um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But if it lets you get, so we're trying to get to the create a username and password if we get there, then you then you know you're OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And, and when it asks for your, um, it'll ask for social security or member ID, put your full social there with no dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry I'm doing it with one finger.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that worked.
[AGENT][NEUTRAL] It did. Alrighty. Um, so did you need help with the filing a claim or you just needed to get in into the system?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I think need to, uh, well, I've never done the claim before. I have the paperwork. I printed it out. I guess my one question would be, there's a part with like the, where the doctor would fill it out. I don't have to do that, do I? Because I have like the doctor's notes and the doctor bill to scan in. Is that enough?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I will, I will go ahead and, yeah, I do know what you're speaking of, but I just, I would say to go ahead and have the doctor fill out the forms, even though you have the documents, it can still be denied because the claim form is not complete. So that's why I was hesitant. I don't want to get that denial. So I would rather, I would just fill it out entirely and then um.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Do you know what I'm talking about?
[CUSTOMER][NEUTRAL] Because it's an emergency room. I don't know how, how that can, how they have the doctors fill that out. It's not like a doctor's office, so, um, OK, I'll see if I go ahead and submit them first like that because it has all this written notes that he signed and they could, worst case scenario, they just reject it and I have to get it done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's, yes.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, how long does it usually take them to fill the claim if everybody, every everything's in?
[AGENT][NEUTRAL] So it's a 7 to 10 business day turnaround from the day we received the claim.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But if there's any delays or anything, then they'll notify you.
[CUSTOMER][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] Got you and real quick while I'm on the create your account, what is my username? Is it just my last name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's up to you. Um, some people use their email address. Yeah, whatever you decide.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh OK got you all right well thank you so much. I appreciate all your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.