AccountId: 011433970860
ContactId: 2b12a364-e1eb-4225-b115-9d77430b1e1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299779 ms
Total Talk Time (AGENT): 146134 ms
Total Talk Time (CUSTOMER): 83888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/2b12a364-e1eb-4225-b115-9d77430b1e1b_20250530T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just got a text that says my claim is complete, but I don't when I get in when I log into my um.
[CUSTOMER][NEGATIVE] Log in whatever screen. I can't find where to to see anything.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I don't know what to do.
[AGENT][POSITIVE] OK, I can help you with your claim. Yes, I can um definitely help you. What is your, your name and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then may I have um your policy number?
[CUSTOMER][NEUTRAL] 2361482
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy, please?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like we have your spouse's email do you know it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And is the is the claim for yourself, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look.
[AGENT][NEUTRAL] Which policy did you file the claim on? You, you guys have several policies?
[CUSTOMER][NEGATIVE] Accidental.
[AGENT][NEUTRAL] The number that you gave me was for the critical illness policy.
[AGENT][NEUTRAL] The accident, maybe?
[CUSTOMER][NEUTRAL] Accent mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm looking at it right here, um.
[AGENT][NEUTRAL] The claim was processed, yes ma'am, and let's see if there's any remarks on it.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] They're sending you um a claim form another claim form.
[AGENT][NEUTRAL] Because they need additional information and it says we need the enclosed claim form completed by the insured, given a detailed description of the accident or diagnosis of sickness.
[CUSTOMER][NEUTRAL] OK, I did that in the very beginning.
[CUSTOMER][NEUTRAL] But you want me to do it again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. That's what they're, that's what they're requesting is for a description of the accident.
[CUSTOMER][NEUTRAL] It says it was complete on here.
[CUSTOMER][NEUTRAL] Like it says here it says your your claim is now complete reference the following claim number.
[CUSTOMER][NEUTRAL] Oh, there's a different number. I'm sorry, 3605584.
[AGENT][NEUTRAL] What's the claim number they gave you?
[AGENT][NEUTRAL] Yes ma'am, that's the one that I just looked up the information and they're needing that uh description of the accident or sickness.
[CUSTOMER][NEUTRAL] OK, so is that, I guess our email and Curtis, is that a form I can get on here?
[CUSTOMER][NEUTRAL] Um, get a forms.
[AGENT][NEUTRAL] Yeah, claims and forms you can get the accident claim form.
[CUSTOMER][NEUTRAL] Yeah, I've already filled this out twice.
[AGENT][NEUTRAL] And and put in that description it looks like that they have sent you an additional claim form though, an additional form that they want you because it says to complete it uh let's see, let me go back to it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It says we need the enclosed claim form so it looks like they sent you one completed by the insured, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A different one.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][POSITIVE] All [PII]. OK. You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] Thank you, no ma'am, thank you.
[AGENT][POSITIVE] OK, you take care have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, uh.