AccountId: 011433970860
ContactId: 2c13f8ca-01ef-4b45-9ced-062e028b9fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369149 ms
Total Talk Time (AGENT): 185326 ms
Total Talk Time (CUSTOMER): 125737 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2c13f8ca-01ef-4b45-9ced-062e028b9fe7_20250207T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I'm trying to, uh, file or fill out this accident claim form.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, and I'm trying to figure out like which ones I fill out if I fill out all of them, um, and some of the like the wordage on some of the stuff is what I'm supposed to fill out.
[AGENT][NEUTRAL] OK, so you're trying to file a claim on yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, OK, so you have the accident claim form. OK, so what part do you have a question? I don't have one in front of me. I'm sorry, I'm trying to pull one up. Hang on just a second.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] Am I, am I supposed to be claiming on myself or just, uh, because I've never, I've done like a claim before through this company or like years ago, but I never did any of this. I just called up there and told them what happened.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Really? Are you in your, it's the policy you have with APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, let me hang on, let me pull it up really quick because you have, I mean you can file it online if you have an online account. Have you done that tried that before?
[CUSTOMER][NEUTRAL] I, yeah, I have a, I built an online account today but I don't know like.
[CUSTOMER][NEUTRAL] If I'm going the right way or if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so at the top, does it say, uh, submit documents? There should be a button at the top that says submit documents or download files. Do you see some or file a claim. If you click on that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It'll walk you through. You won't actually have to fill that claim form out. You can fill the information out. They ask you the questions on there and then submit your documents for the claim like the itemized bill and everything.
[CUSTOMER][NEUTRAL] OK, so let me go to, I'll click the home, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, let me, I guess let me sign in. I thought it was already signed in.
[CUSTOMER][NEUTRAL] OK, and then I'll go home.
[CUSTOMER][NEUTRAL] OK, so where is it? is it claims and forms where I need to go?
[AGENT][NEUTRAL] Uh, yeah, I go to claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it says file claims online 24/7 and it's signing in.
[AGENT][NEUTRAL] Mhm. Yeah. Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK, and then it says upload documents.
[AGENT][NEUTRAL] Mhm. So for the accident claim, yeah, you click on that and then upload your.
[CUSTOMER][NEUTRAL] Do I click
[AGENT][NEUTRAL] Bills that you want to attach.
[CUSTOMER][NEUTRAL] Oh, OK, so I would just upload my bill right there.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, so if I don't, uh, I don't have a bill yet, so.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] That I, well I'm not gonna get a bill because I use my insurance, so.
[AGENT][NEUTRAL] Yeah, so you'll have to call your provider and let them know that you've got an accident policy and that you need the itemized bill, uh, for the accident claim.
[AGENT][NEUTRAL] So does it ask you on there to fill out any accident information?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so we will need that. Hang on just a second, let me pull up the accident claim form.
[AGENT][POSITIVE] Real quick.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, let's see. Complete the insured statement. So we will need you to fill out the insured statement and the claim form because it's gonna, we're gonna need like the accident information like the date of the injury and kind of what happened. I gonna ask you those questions. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, and I've got
[CUSTOMER][NEUTRAL] Most of that filled out but uh like so here section D benefits claim.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, select the benefits for which this claim is being filed, so I put accidental injury or death and then.
[CUSTOMER][NEUTRAL] I, uh, maybe accident medical expense benefit. Do I click that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's fine. I would just, yeah, you can mark both of those, that's fine, you're just gonna send in your your bills, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then the section E part, what is that? Do I need to fill that out?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's for travel. Did you travel more than 50 miles one way or 100 miles more from your place of residence? Was the injury away from home?
[CUSTOMER][NEUTRAL] Oh no, it was at home and then I.
[AGENT][NEUTRAL] OK. Yeah, I would just leave that blank. Yeah.
[CUSTOMER][NEUTRAL] Yeah, then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the family member lodging, leave that blank.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Just make sure you sign it and date it and all that.
[CUSTOMER][NEUTRAL] OK, and then down below there's an accident claim form attending physicians.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let's see, attending physician, let's see if you need any of this done. Attending physician, first name, diagnosis.
[AGENT][NEUTRAL] I don't think you have complete the position section as applicable.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think you need to fill that out to file a claim.
[AGENT][NEUTRAL] Hang on, I'm loo[PII] to see why.
[AGENT][NEUTRAL] First name last name.
[AGENT][NEUTRAL] I don't think you need it. I think you just need the first part of the claim form completed.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause you're not disabled or anything, right? Are you off work or anything?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, comments and that, so no this is gonna apply to you. So I just fill out your portion of the claim form and sign the authorization page, um, because we have to order records or something, uh, to clarify something that page 4 or 5, and then you should be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright cool I appreciate it.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well have a good day bye bye.
[CUSTOMER][POSITIVE] Alright you have a good one.
[CUSTOMER][NEUTRAL] Alright