AccountId: 011433970860
ContactId: 2d7880c3-9d2d-417a-8765-442c0fdad181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307320 ms
Total Talk Time (AGENT): 100100 ms
Total Talk Time (CUSTOMER): 194811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2d7880c3-9d2d-417a-8765-442c0fdad181_20250604T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. So I accidentally got an insured on the phone asking about claims forms and which ones she should fill out.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, her policy number is 1836605.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a Miss [PII].
[CUSTOMER][NEUTRAL] And I have verified her.
[AGENT][NEUTRAL] OK, and then do we
[CUSTOMER][NEUTRAL] The what's the number that she called from the [PII] is a good call back.
[AGENT][NEUTRAL] Uh, go ahead.
[AGENT][POSITIVE] OK, awesome.
[AGENT][POSITIVE] All right, [PII], perfect. If you wanna send him over, I'll, I'm happy to help.
[CUSTOMER][NEUTRAL] All right, there you go. You that infections.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi, this is [PII] over in the customer care department. I'm understanding that you need to um get some claim forms. Is that correct?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Well, uh, yes ma'am. How are you, [PII]? I was just trying to get clarification if I'm doing it right or not because I never know at this point in time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I've submitted a couple of claims for my daughter because she hurt her knee like playing volleyball, and then as I was looking through like the list of different forms, I always just, I've always just gone with the everyday, I forgot what it's called like the the everyday solutions form, but then I was wondering like should I have possibly filled out the accident form or not? And I wasn't for sure.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so you wanna, you wanna fill out actually the hospital indemnity form because that's the type of policy you have and that one's on page 2.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well I just um finally got the new updated system going and um.
[CUSTOMER][NEUTRAL] Page 2. OK, so the hospital indemnity.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, which is every day. OK, alright, I could do that. So I had already uploaded her forms before I, I was like, where are the claim forms because it was different, you know, like it's different now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEGATIVE] And I had to go back
[CUSTOMER][NEGATIVE] And look, and I'm like, I screwed that up, um.
[CUSTOMER][NEGATIVE] Don't let me type in it.
[AGENT][NEUTRAL] If you down, yeah, I think if you download it, it'll let you.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] And then, OK, so I've tried to do that and then it says enter password.
[CUSTOMER][NEUTRAL] And I never know which password cause like I use the one I use to log in and it's [PII] it's like sorry, OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, I, yeah.
[AGENT][NEUTRAL] I wonder if it's because you're on the internal like portal if you want I can email you the form if that's easier if it's not letting you download it.
[CUSTOMER][NEUTRAL] Uh, we, yeah, well, I was trying to like, you know, fill it in on the phone it'd be much.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][MIXED] Easier for me, but I can get that done because I just feel like an idiot at this point in time in life because none of the dots were connecting.
[AGENT][POSITIVE] Oh, I got you, yeah.
[CUSTOMER][NEGATIVE] Who, during this, you know, when this all happened and then it's like, look, I finally have my eureka moment today. I was like, I'm an idiot and they're probably sick of me.
[CUSTOMER][NEGATIVE] I'd be sick of me too.
[AGENT][POSITIVE] It's totally fine.
[CUSTOMER][NEGATIVE] Oh goodness, but um, but the, the paperwork that I did send is that even showing up? I don't even know how to check it. Oh, it is showing up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show, yeah, something has been reported under Ava, but I just can't pull it up and that's only because you just did it and it hasn't even been assigned like a claim number yet. So that's not unusual.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I will try to go, um, I'll use my actual computer and um try to fill out that form and uh I can just send it and you guys will know that it it's meant to go with all of that correct?
[AGENT][POSITIVE] Yeah, absolutely, don't, yeah, don't worry about it. You can still just upload it behind what you did. It's not an issue.
[CUSTOMER][POSITIVE] OK, thank you so much. I, I'm sorry for the house. I typically are not problematic.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, not a problem. Do you have any other questions or?
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Um, no, I just, I feel silly because when I did it and they denied it, I was like, no, this is correct, but now I get it, what what happened and
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] It's just a whole OK awesome, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye