AccountId: 011433970860
ContactId: 2ecd2e26-9289-4336-aaf4-34a0bfa64696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259260 ms
Total Talk Time (AGENT): 156847 ms
Total Talk Time (CUSTOMER): 93332 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2ecd2e26-9289-4336-aaf4-34a0bfa64696_20250319T19:54_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] Uh yeah, hi. I have a claim that says process. I'm not sure what that means.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you.
[CUSTOMER][NEUTRAL] It's for uh injury claim. sorry.
[AGENT][POSITIVE] Not a problem at all. Do you happen to have that claim number and I can pull that up and we can look at it.
[CUSTOMER][POSITIVE] Alright, yeah, give me one moment, I'll get that for you.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh, confirmation, the confirmation number?
[AGENT][NEUTRAL] Uh, do you have the claim number?
[AGENT][NEUTRAL] Or your policy number I can pull it up by that as well.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] No, it doesn't say claim number. What was that?
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] OK give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Have you received documentation where it says this is not a bill?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, policy number is 254.
[CUSTOMER][NEUTRAL] 865 9
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is your current mailing address, please, sir?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] And then finally, what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, sir. Is that for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me get that claim pulled up and let's take a look.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, they are requesting that you complete the accident claim form.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Have you received?
[AGENT][NEUTRAL] Anything by mail because you should have received a claim form.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, well, that's coming by mail, yeah, so.
[CUSTOMER][NEUTRAL] No, by email? Yeah.
[CUSTOMER][NEUTRAL] By mail or email?
[AGENT][NEUTRAL] It's coming to you by mail. The claim form is now I see you have your active online account. You can go to the claims and form section.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And complete the accident claim form.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And then you can just upload it on, on your policy. That's what they're needing.
[CUSTOMER][NEUTRAL] OK, I thought I did that last night. I thought that was part of the whole rigging all that I did online.
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] Let me check and see. Hang on just a second.
[AGENT][NEUTRAL] Let me get that claim pulled up. Now they're asking for you to give um detailed description of the accident or.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or diagnosis of sickness. Let's see what documents we have on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't see the claim form. Yeah.
[CUSTOMER][NEUTRAL] I think they sent over the doctor's stuff.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] They're, they're just asking for that claim form to be completed.
[CUSTOMER][NEUTRAL] Alright and then uh how long does it take to process after you guys get that?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I would say up to 7 to 10 business days they process this one rather quickly, so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I would, and you can always have you signed up for the text messaging when.
[AGENT][NEUTRAL] To receive notification.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So once, once you complete that claim form and upload it, you're gonna get that notification that we've received it and once it's processed, you'll get that notification that was processed. It could take up to 48 hours for you to be able to view online. If you want to call us back, we'll be happy to check on that claim status for you.
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. All right, so just go to, where do I go to if I do it online?
[AGENT][NEUTRAL] Uh, to the claims and forms section and you're going to choose the accident claim form and then download it and complete the form and then upload it on your policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK. All right. Very good.
[CUSTOMER][POSITIVE] All right, I will do that right now. Thank you.
[AGENT][NEUTRAL] And that's all we're needing um to complete the processing of that claim at this time. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Oh, thank you for calling APL. I hope you have a wonderful day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.